Flower of services

Information

 Conditions for sale and supply,

 Service performance hours,
 Reservation,
 Charges for service,
 Directions for using the service

Hospitality

 Greeting
 Food and beverages
 Toilets and wash room
 Waiting facilities and amenities – lounges, waiting areas, seating/ weather protection/
magazines, entertainment, newspapers
 Transport
 Security

Order taking

 Applications – membership in clubs & subscription services (e.g. utilities)

 Order entry – on-site order fulfilment / mail, telephone, email, website order placement
 Reservation and check-in – rooms, tables/ vehicles, equipment rental/ professional
appointments

Consultation

 Customized advice
 Management or technical consulting
 Tutoring/ training in product use

Payment

 Self-service – insert card, cash/ electronic fund transfer/ mail a cheque/ online payment
 Direct to payee or intermediary – cash handling/ cheque handling/ credit or debit card
handling/ coupon redemption/ token vouchers
 Automation deduction – automated systems

Safe keeping

Caring for possessions customers bring with them

 Child care
 Pet care
 Parking facilities for vehicles
 Valet parking
 Baggage handling
 Storage space
  Safe deposit boxes
 Security personnel

Exception

 Special requests in advance of service delivery

- Children’s needs
- Dietary requirements
- Medical or disability needs
- Religious observances
- Deviation from standard operating procedures
 Handling special communication
- Complaints
- Compliments
- Suggestions
 Problem solving
- Resolving difficulties caused by accidents, service failures, and problems with staff or
other customers
- Assisting customer who have suffered an accident or medical emergency
 Restitution
- Refunds
- Compensations in kind for unsatisfactory goods and services

Billing

 Periodic statement of account activity

 Invoices for individual transactions
 Verbal statement of amount due
 Machine display of amount due