1. THE FLOWER OF SERVICE

2. THE FLOWER OF SERVICE consultation Core product information
Order taking
hospitality
safekeeping
exceptions
billing
payment

3. ROLES OF SUPPLEMENTARY SERVICES
Facilitating Services
Information
Order taking
Billing
Payment
Enhancing Services
Consultation
Hospitality
Safekeeping
Exceptions

4. 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. ORDER TAKING ELEMENTS APPLICATIONS Membership in clubs or programs
Subscription services
Prerequisite-based services
ORDER ENTRY
On-site order fulfillment
Mail/telephone order placement
/web site order placement
RESERVATIONS AND CHECK-IN
Seats/tables/rooms
Vehicles or equipment rentals
Professional appointments
Admission to restricted facilities

6. BILLING ELEMENTS Periodic statements of account activity
Invoices for individual transactions
Verbal statements of amount due
Machine display of amount due
Self-billing

7. PAYMENT ELEMENTS SELF SERVICE Insert card, cash, or token in machine
Electronic funds transfer
Mail a check
Enter credit card number online
DIRECT 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

8. CONSULTATION ELEMENTS
Customized advice
Personal counseling
Tutoring/training in product use
Management or technical consulting

9. HOSPITALITY ELEMENTS Greetings Food and beverages
Toilets and washrooms
Waiting facilities and amenities
Transport
Security

10. SAFEKEEPING ELEMENTS CARING 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 personnel
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

11. 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

12. THE FLOWER OF SERVICES APPLIED TO EATING IN A RESTAURANT
Food and beverages
Core
Information
-reservation
- menu prices
-reminders
Consultation
- Customized advice
- Menu suggestions
Order taking
- Table reservation
- Ordering menu
Hospitality
- Waiting areas
- Free beverage
- Toilets
Safekeeping
- Coat room
- Valet parking
Exceptions
- Complaints
- Suggestions
- Compensation for unsatisfactory service
Billing
- Self billing
- Mail billing
Payment
- Credit card
- Check
- Cash handling