This document categorizes and provides examples of supplementary services that support core products and services. It discusses four main categories: facilitating services like information, order taking, billing, and payment; enhancing services such as consultation, hospitality, safekeeping, and exceptions handling; and provides examples of common elements within each category. These supplementary services are designed to enhance the customer experience.

1. Flower of Service
Unit II

2. The Flower of Service

3. Categories of Supplementary Services
Facilitating Services
• Information
• Order taking
• Billing
• Payment
Enhancing Services
• Consultation
• Hospitality
• Safekeeping
• Exceptions

4. Examples of 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

5. Examples of Order-Taking Elements
• Applications
– Membership in clubs or programs
– Subscription services (eg. Utilities)
– Prerequisite-based services (eg. Financial credit, college
enrolment)
• Order Entry
– On-site order fulfilment
– Mail/Telephone/Email/Website order placement
• Reservations and Check-In
– Seats/Tables/Rooms
– Vehicles or equipment rental
– Professional appointments

6. Examples of Billing Elements
• Periodic statements of account activity
• Invoices for individual transactions
• Verbal statements of amount due
• Machine display of amount due
• Self billing (computed by customer)

7. Examples of Payment Elements
• Self-Service
– Insert card, cash or token in machine
– Electronic funds transfer
– Mail a Cheque
– Enter credit card number online
• Direct to Payee or Intermediary
– Cash handling and giving change
– Cheque handling
– Credit / Debit card handling
– Coupon redemption
– Tokens, Vouchers, etc.
• Automatic Deduction from Financial Deposits control and
verification
– Automated systems(eg. machine readable tickets that operate entry
gates)
– Human systems (eg. Toll collectors, ticket inspectors)

8. Examples of Consultation Elements
• Customized advice
• Personal counselling
• Tutoring / training in product use
• Management or Technical consulting

9. Examples of Hospitality Elements
• Greeting
• Food and beverages
• Toilets and washrooms
• Waiting facilities and amenities
– Lounges, waiting areas, seating
– Weather protection
– Magazines, entertainment, newspapers
• Transport
• Security

10. Examples of safekeeping elements
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

11. Examples of safekeeping elements
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

12. Examples of Exceptions Elements
• Special requests in advance of service delivery
– Children’s needs
– Dietary requirements
– Medical or disability needs
– Religious observances
– Deviations from standard operating procedures
• Handling special communications
– Complaints
– Compliments
– Suggestions

13. Examples of Exceptions Elements
• Problem Solving
– Warranties and guarantees against product malfunction
– Resolving difficulties that arise from using the product
– Resolving difficulties caused by accidents, service failures,
and problems with staff or other customers
– 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