The flower of service it consists of the core service

This preview shows page 7 - 10 out of 57 pages.

The flower of service: It consists of the core service and supplementary services. For instance, we may have dozens of supplementary service, but almost all of them are classified into one of the following 8 clusters, which are identified as either: Facilitating supplementary services (e.g. making a reservation) Enhancing supplementary services (e.g. consultation and hospitality) The petals are arranges in a clockwise sequence, starting with “information”, and following the order they are likely to be encountered by the customer. A well-designed flower should appear healthy and fresh, while a badly designed service would look like a flower with missing, damaged petals.
Facilitating supplementary service: To obtain full value from any good or service, costumers need relevant info. Information include the following: - Direction to service site: - Schedule/ service hours - Price information - Terms and conditions of sales/services - Advice on how to get the most value from a service - Warnings and advice on how to avoid problems - Conformation of reservations - Receipts and tickets - Notification oof changes - Summaries of account activities New customers are information hungry therefore companies should make sure the inf they provide is timely and accurate. If that is not the case it may cause the customer to feel irritated or lacking control. The common ways of providing info are web. Sites mobile apps frontline employees, signs and printed notices. Information can also be provided through videos tutorials or self-service machine. For example, companies such as Amazon, give their customers the ability to track their packages. Order taking : Comes into play once customers are ready to buy, and includes: 1) Order entry (on site order or mail/Telephone/online order)
2) Reservation or checking (seats/tables/rooms, vehicles or equipment rental, professional appointment) 3) Applications (memberships, subscription services, enrolment base services) 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. Reservation represents special type of order taking, that entitles customers to a specified unit of service. E.g. airline seats, restaurant tables, hotel rooms. Anything you can book in advance, basically. Technology can be used to make order taking easier and faster, for both customers and supplier. Tickets are, for example represented as emails or mobile apps. Customers receive a confirmation number and only need to show identification when at the airport. Banks and insurance companies require customers to go through an application process. So that they may gather relevant information. Universities also apply screening processes. Billing : Is common to all services and inaccurate bills risk disappointing customers. Billing should be timey because it encourages faster payment. Billing can be: - Periodic statements of accounting activities - Invoices for individual transactions - Verbal statements of amounts due -

  • Left Quote Icon

    Student Picture

  • Left Quote Icon

    Student Picture

  • Left Quote Icon

    Student Picture