ADM 3322 Lecture Notes - Lecture 4: Colt New Service
5 Mar 2019
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Document Summary
Flower of service - the core product surrounded by cluster of supplementary services. Facilitating services - either needed for service deliver or help in the use of the core product. Enhancing services - add extra value for the customer. Market positioning strategy helps determine which supplementary services should be included. Information - customers often require about how to obtain and use a product/service. Order-taking - customers need to know what is available and may want to secure commitment to deliver. Billings - bills should be clear, accurate and intangible. Payment - customers may pay faster and more cheerfully if you make transactions simple and convenient for them. Consultation value - can be added to goods and services by offering advice and consultation tailored to each customer"s need and situation. Hospitality customers - who invest time and effort in visiting a business and using its service deserve to be treated as welcome guests.
