Beruflich Dokumente
Kultur Dokumente
Service Encounters
Easy to
evaluate
Clot
hing
Jew
elry
Fur
nitu
r
Hou e
Aut
ses
om
obi
Res
les
tau
ran
tM
Vac eals
a
Hai tion
r
Chi Cuts
ld C
Tele
are
visi
on
Rep
Leg
air
al S
erv
Me
ices
dic
a
DE
l
ial g
ecntos
ricisa
l re
pai
rs
EVALUATION CONTINUUM
OF SERVICES
Most
Good
s
Most
Services
Difficult to
evaluate
SERVICE ENCOUNTERS OR
MOMENTS OF TRUTH
REMOTE ENCOUNTERS
PHONE ENCOUNTERS
THEMES OF SERVICE
ENCOUNTER
SELF SERVICE
TECHNOLOGIES (SSTS)
STUDY ON SSTS
SSTs work
FLOWER OF SERVICE
By Christopher
ROLES OF
SUPPLEMENTARY
SERVICES
Facilitat
Facilitat
ing
ing
Services
Services
Informati
on
Enhanci
Enhanci
ng
ng
Services
Services
Consultat
ion
Order
taking
Hospitalit
y
Billing
Safekeepi
ng
Payment
Exception
s
INFORMATION ELEMENTS
Schedules/service hours
Prices
Reminders
Warnings
Conditions of sale/service
Notification of changes
Documentation
Confirmation of reservations
APPLICATIONS
Subscription services
Prerequisite-based services
ORDER ENTRY
Seats/tables/rooms
Professional appointments
BILLING ELEMENTS
Self-billing
PAYMENT ELEMENTS
SELF SERVICE
Mail a check
Check handling
Coupon redemption
Automated systems
Human systems
CONSULTATION ELEMENTS
Customized advice
Personal counseling
HOSPITALITY ELEMENTS
Greetings
Transport
Security
SAFEKEEPING ELEMENTS
Coat rooms
Security personnel
Packaging
Pickup
Installation
Cleaning
Refueling
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
APPLYING FLOWER OF
SERVICE MODEL
Case
INFORMATION
ORDER TAKING
BILLING
PAYMENT
CONSULTATION
Regarding Choices of
class, routes to a
destination & special
menus for frequent
flyers
HOSPITALITY
SAFEKEEPING
Luggage
Children travelling without assitance
EXCEPTIONS