THE FLOWER OF SERVICE

THE FLOWER OF SERVICE

ROLES OF SUPPLEMENTARY SERVICES

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 ELEMENTSAPPLICATIONS• Membership in clubs or programs• Subscription services• Prerequisite-based servicesORDER ENTRY• On-site order fulfillment• Mail/telephone order placement• Email/web site order placementRESERVATIONS 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 ELEMENTSSELF SERVICE• Insert card, cash, or token in machine• Electronic funds transfer• Mail a check• Enter credit card number onlineDIRECT TO PAYEE OR INTERMEDIARY• Cash handling and change giving• Check 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 ELEMENTSCARING 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 personnelCARING 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 ELEMENTSSPECIAL REQUESTS IN ADVANCE OF SERVICE DELIVERY• Children's needs• Dietary requirements• Medical or disability needs• Religious observances• Deviation from standard operating proceduresHANDLING SPECIAL COMMUNICATIONS• Complaints, compliments, suggestionsPROBLEM 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 emergencyRESTITUTION• Refunds• Compensation in kind for unsatisfactory goods and services• Free repair of defective goods

THE FLOWER OF SERVICES APPLIED TO EATING IN A RESTAURANT