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  • Service Flower

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    PARTH NAIK
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    This document outlines the core and supplementary services that comprise the "flower of services" model. It describes the key elements of core products/services as well as supplementary services like information, consultation, order taking, billing, payment, safekeeping, hospitality, and exceptions. These supplementary services enhance and facilitate the core product or service. The flower of services model is then applied to the example of eating at a restaurant, mapping the core and supplementary services involved in that customer experience.

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    This document outlines the core and supplementary services that comprise the "flower of services" model. It describes the key elements of core products/services as well as supplementary services like information, consultation, order taking, billing, payment, safekeeping, hospitality, and exceptions. These supplementary services enhance and facilitate the core product or service. The flower of services model is then applied to the example of eating at a restaurant, mapping the core and supplementary services involved in that customer experience.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    10 views12 pages

    Service Flower

    Uploaded by

    PARTH NAIK
    This document outlines the core and supplementary services that comprise the "flower of services" model. It describes the key elements of core products/services as well as supplementary services like information, consultation, order taking, billing, payment, safekeeping, hospitality, and exceptions. These supplementary services enhance and facilitate the core product or service. The flower of services model is then applied to the example of eating at a restaurant, mapping the core and supplementary services involved in that customer experience.

    Copyright:

    © All Rights Reserved
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    of 12

    THE FLOWER OF SERVICE

    THE FLOWER OF SERVICE


    exceptio
    ns billing
    safekeep
    payment
    ing

    hospitali Core
    ty product

    Order
    taking

    consultation
    informa
    tion
    ROLES OF SUPPLEMENTARY SERVICES
    Information Consultation

    Order taking Hospitality

    Billing Safekeeping
    Facilitatin Enhancing
    g Services Services

    Payment Exceptions
    INFORMATION ELEMENTS
    • Directions to service site
    • Schedules/service hours
    • Prices
    • Instructions on using core product/supplementary services
    • Reminders
    • Warnings
    • Conditions of sale/service
    • Notification of changes
    • Documentation
    • Confirmation of reservations
    • Summaries of account activity
    • Receipts and tickets
    ORDER TAKING ELEMENTS
    APPLICATIONS
    • Membership in clubs or programs
    • Subscription services
    • Prerequisite-based services
    ORDER ENTRY
    • On-site order fulfillment
    • Mail/telephone order placement
    • Email/web site order placement
    RESERVATIONS AND CHECK-IN
    • Seats/tables/rooms
    • Vehicles or equipment rentals
    • Professional appointments
    • Admission to restricted facilities
    BILLING ELEMENTS
    • Periodic statements of account activity
    • Invoices for individual transactions
    • Verbal statements of amount due
    • Machine display of amount due
    • Self-billing
    PAYMENT ELEMENTS
    SELF SERVICE
    • Insert card, cash, or token in machine
    • Electronic funds transfer
    • Mail a check
    • Enter credit card number online
    DIRECT TO PAYEE OR INTERMEDIARY
    • Cash handling and change giving
    • Cheque handling
    • Credit/charge/debit card handling
    • Coupon redemption
    • Tokens, vouchers, etc.
    AUTOMATIC DEDUCTION FROM FINANCIAL DEPOSITS
    • Automated systems
    • Human systems
    CONSULTATION ELEMENTS
    • Customized advice
    • Personal counseling
    • Tutoring/training in product use
    • Management or technical consulting
    HOSPITALITY ELEMENTS
    • Greetings
    • Food and beverages
    • Toilets and washrooms
    • Waiting facilities and amenities
    • Transport
    • Security
    SAFEKEEPING ELEMENTS
    CARING FOR POSSESSIONS CUSTOMERS BRING WITH THEM
    • Child or pet care
    • Parking facilities, valet parking for vehicles
    • Coat rooms
    • Baggage handling, storage place, safe deposit boxes
    • Security personnel
    CARING FOR GOODS PURCHASED OR RENTED BY CUSTOMERS
    • Packaging
    • Pickup
    • Transportation and delivery
    • Installation
    • Inspection and diagnosis
    • Cleaning
    • Refueling
    • Preventive maintenance, repairs and renovation
    • Upgrade
    EXCEPTIONS ELEMENTS
    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 COMMUNICATIONS
    • Complaints, compliments, suggestions
    PROBLEM SOLVING
    • Warranties and guarantees against product malfunction
    • Resolving difficulties that arise from using the product
    • Resolving difficulties caused by accidents, failures, etc
    • 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
    THE FLOWER OF SERVICES APPLIED TO EATING IN A RESTAURANT

    Core
    Food and
    Payment beverages Information
    - Credit card -reservation
    - Check - menu prices
    - Cash handling -reminders

    Billing Consultation
    - Self billing - Customized advice
    - Mail billing - Menu suggestions

    Exceptions Order taking


    - Complaints
    - Suggestions
    - Table
    - Compensation for reservation
    unsatisfactory service - Ordering menu

    Safekeeping Hospitality
    - Waiting areas
    - Coat room
    - Free beverage
    - Valet parking - Toilets

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