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Flower of service in a restaurant

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Examples of the flower of service in restaurant

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Flower of service in a restaurant

  1. 1. THE FLOWER OF SERVICE<br />
  2. 2. THE FLOWER OF SERVICE<br />
  3. 3. ROLES OF SUPPLEMENTARY SERVICES<br />
  4. 4. INFORMATION ELEMENTS<br />Directions to service site<br />Schedules/service hours<br />Prices<br />Instructions on using core product/supplementary services<br />Reminders<br />Warnings<br />Conditions of sale/service<br />Notification of changes<br />Documentation<br />Confirmation of reservations<br />Summaries of account activity<br />Receipts and tickets<br />
  5. 5. ORDER TAKING ELEMENTS<br />APPLICATIONS<br />Membership in clubs or programs<br />Subscription services<br />Prerequisite-based services<br />ORDER ENTRY<br />On-site order fulfillment<br />Mail/telephone order placement<br />Email/web site order placement<br />RESERVATIONS AND CHECK-IN<br />Seats/tables/rooms<br />Vehicles or equipment rentals<br />Professional appointments<br />Admission to restricted facilities<br />
  6. 6. BILLING ELEMENTS<br />Periodic statements of account activity<br />Invoices for individual transactions<br />Verbal statements of amount due<br />Machine display of amount due<br />Self-billing<br />
  7. 7. PAYMENT ELEMENTS<br />SELF SERVICE<br />Insert card, cash, or token in machine<br />Electronic funds transfer<br />Mail a check<br />Enter credit card number online<br />DIRECT TO PAYEE OR INTERMEDIARY<br />Cash handling and change giving<br />Check handling<br />Credit/charge/debit card handling<br />Coupon redemption<br />Tokens, vouchers, etc.<br />AUTOMATIC DEDUCTION FROM FINANCIAL DEPOSITS<br />Automated systems<br />Human systems<br />
  8. 8. CONSULTATION ELEMENTS<br />Customized advice<br />Personal counseling<br />Tutoring/training in product use<br />Management or technical consulting<br />
  9. 9. HOSPITALITY ELEMENTS<br />Greetings<br />Food and beverages<br />Toilets and washrooms<br />Waiting facilities and amenities<br />Transport<br />Security<br />
  10. 10. SAFEKEEPING ELEMENTS<br />CARING FOR POSSESSIONS CUSTOMERS BRING WITH THEM<br />Child or pet care<br />Parking facilities, valet parking for vehicles<br />Coat rooms<br />Baggage handling, storage place, safe deposit boxes<br />Security personnel<br />CARING FOR GOODS PURCHASED OR RENTED BY CUSTOMERS<br />Packaging<br />Pickup<br />Transportation and delivery<br />Installation<br />Inspection and diagnosis<br />Cleaning<br />Refueling<br />Preventive maintenance, repairs and renovation<br />Upgrade <br />
  11. 11. EXCEPTIONS ELEMENTS<br />SPECIAL REQUESTS IN ADVANCE OF SERVICE DELIVERY<br />Children's needs<br />Dietary requirements<br />Medical or disability needs<br />Religious observances<br />Deviation from standard operating procedures<br />HANDLING SPECIAL COMMUNICATIONS<br />Complaints, compliments, suggestions<br />PROBLEM SOLVING<br />Warranties and guarantees against product malfunction<br />Resolving difficulties that arise from using the product<br />Resolving difficulties caused by accidents, failures, etc<br />Assisting customers who have suffered an accident or medical emergency<br />RESTITUTION<br />Refunds<br />Compensation in kind for unsatisfactory goods and services<br />Free repair of defective goods<br />
  12. 12. THE FLOWER OF SERVICES APPLIED TO EATING IN A RESTAURANT<br />

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