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    The Flower of Service: Categorizing Supplementary Services: Information Payment

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    Dipti Agarwal
    The document categorizes supplementary services that support core products and services into two categories: facilitating services and enhancing services. Facilitating services include information, order-taking, billing, and payment. Enhancing services aim to add value and include consultation, hospitality, safekeeping, and addressing exceptions. The document provides examples of elements within each category of supplementary service.

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    The Flower of Service: Categorizing Supplementary Services: Information Payment

    Uploaded by

    Dipti Agarwal
    32 views22 pages
    The document categorizes supplementary services that support core products and services into two categories: facilitating services and enhancing services. Facilitating services include information, order-taking, billing, and payment. Enhancing services aim to add value and include consultation, hospitality, safekeeping, and addressing exceptions. The document provides examples of elements within each category of supplementary service.

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    Flower of Service

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    © Attribution Non-Commercial (BY-NC)

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    The document categorizes supplementary services that support core products and services into two categories: facilitating services and enhancing services. Facilitating services include information, order-taking, billing, and payment. Enhancing services aim to add value and include consultation, hospitality, safekeeping, and addressing exceptions. The document provides examples of elements within each category of supplementary service.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    32 views22 pages

    The Flower of Service: Categorizing Supplementary Services: Information Payment

    Uploaded by

    Dipti Agarwal
    The document categorizes supplementary services that support core products and services into two categories: facilitating services and enhancing services. Facilitating services include information, order-taking, billing, and payment. Enhancing services aim to add value and include consultation, hospitality, safekeeping, and addressing exceptions. The document provides examples of elements within each category of supplementary service.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 22

    The Flower of Service:

    Categorizing Supplementary Services

    Information

    Payment Consultation

    Billing Core Order-Taking

    Exceptions Hospitality
    KEY:
    Facilitating elements Safekeeping
    Enhancing elements
    Facilitating Services - Information

    Customers often require


    information about how to
    obtain and use a product or
    Core service.
    They may also
    need reminders and
    documentation
    Facilitating Services - Order-Taking

    Many goods and services


    must be ordered or reserved
    in advance.

    Core Customers need


    to know what is available and
    may want to secure
    commitment to delivery
    Facilitating Services - Billing

    “How much do I owe you?”


    Customers deserve clear,
    Core accurate and intelligible
    bills and statements
    Facilitating Services - Payment

    Customers may pay faster


    and more cheerfully if you
    Core make transactions simple
    and convenient for them
    Enhancing Services - Consultation

    Value can be added to goods


    and services by
    offering advice and
    Core
    consultation tailored to
    each customer’s
    needs and situation
    Enhancing Services - Hospitality

    Customers who invest time


    and effort in visiting a
    Core business and using its
    services deserve to be
    treated as welcome guests
    Enhancing Services - Safekeeping

    Customers prefer not to


    worry about looking after the personal
    possessions that they bring with them
    to a service site.

    They may also want delivery and after-


    sales services for
    Core goods that they purchase
    or rent
    Enhancing Services - Exceptions

    Customers appreciate some


    flexibility in a business
    when they make special
    requests.
    Core
    They expect it
    when not everything
    Goes according to plan
    Flower of service
    • core product surrounded by cluster of supplementary services

    • Supplementary services

    • Facilitating services :
    – Information
    – Order taking
    – Billing
    – Payment
    • Enhancing services:
    – Consultation
    – Hospitality
    – Safekeeping
    – Exceptions
    • a) Examples of information elements

    • Directions to service site


    • Schedules / service hours
    • Prices
    • Instructions on using the service
    • Reminders
    • Warnings
    • Condition of sale/service
    • Notification of changes
    • b) Examples of order taking elements
    • Applications
    • Membership in clubs
    • Subscription services (e.g utilities)
    • Prerequisite based services (e.g college enrollment)
    • Order entry
    • On –site order fulfillment
    • Mail/ telephone order placement
    • Email order placement
    • Reservations and check in
    – Seats
    – Tables
    – Rooms
    – Vehicles or equipment rental
    – Admission to restricted facilities (museums)
    • Billing :
    – Periodic statements of account activity
    – Invoices for individual transactions (stock
    market)
    – Machine display of amount due
    • Examples of payment
    – cash
    – Cheque
    – Credit card
    – Electronic fund transfer
    – Enter credit card number online
    – Coupon redemption
    – Automated systems : ( e.g Machine-readable tickets that
    operate entry gates)
    • Consultation
    – Advice
    – Auditing
    – Personal counseling
    – Tutoring /training in product use.
    – Management or technical consulting
    • Hospitality : examples of hospitality elements
    – Greetings
    – Food and beverages
    – Toilets and washrooms
    – Waiting facilities and amenities
    • Lounges, waiting areas and seating
    • Weather protection
    • Magazines, entertainment, newspaper
    • Transport
    • Security
    • Safekeeping
    • Caring for possessions customers bring with them
    • Child care
    • Pet care
    • Parking facility for vehicles
    • Valet parking
    • Luggage handling
    • Safe deposit boxes
    • Security personnel
    • h) Exception elements:

    1) special requests in advance of service delivery:


    • Children’s needs
    • Dietary requirements
    • Medical or disability needs
    • Religious observances
    • Deviations from Standard operating procedures
    – Problem solving

    • Warranties and guarantees against product malfunction


    • Resolving difficulties caused by accidents , service
    failures and problems with staff or other customers
    • Assisting customers who have suffered an accident or
    medical emergency.
    • Restitution

    • Refunds
    • Compensation in kind for unsatisfactory goods and
    services
    • Free repair of defective goods.

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