Professional Documents
Culture Documents
Submitted
To:Prof. Jay Dewangan Sahni Faculty Of Management MBA III
By: Ravneet Ka
SUPPLEMENTARY SERVICES
The additional services offered by organizations to
products and create competitive advantage by: facilitating use of the core service enhancing the value and appeal of the core services.
Facilitating Services
Information : To obtain full value from any good or service, customers need relevant information. New customers and prospects are especially hungry for information. Order Taking : Once customers are ready to buy, the company accepts applications, orders, and reservations. The process of order-taking should be polite, fast, and accurate so that customers do not waste time and endure unnecessary mental or physical effort.
Billing
services. Customers usually expect bills to be clear. Billing should also be timely, because it encourages people to make payment faster.
customer to take action on payment. A variety of options exist for customers to make payment, like cash, loans, credit cards etc. For self service payment systems, one may make payment by inserting coins, banknotes, tokens or cards into machines.
Enhancing Services:
Consultation : Consultation involves a dialog to probe customer requirements and then develop a solution that is suited to the needs of the customer. Examples of several supplementary services in the consultation category : Customized advice Personal counseling Tutoring/training in product use Management or technical consulting
Required to make difficult choices and decisions. Helps in designing special packages, Outsourcing of non-core services Converting Supplementary Services into Core Services Helps in increasing revenues by rendering this service.