presentation on service marketing
DESCRIPTION
service marketineTRANSCRIPT
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PRESENTATION ON SERVICE MARKETING
Presented by,,,,,,,
savita
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1. THE FLOWER OF SERVICECore
Information
Consultation
Order Taking
Hospitality
Payment
Billing
Exceptions
Safekeeping
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THE FLOWER OF SERVICE: FACILITATING SERVICE—
INFORMATION
Core
Customers often require
information about how to obtain
and use a product or service.
Examples of elements:
Directions to service site
Schedule/service hours
Prices
Conditions of sale
Usage instructions
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THE FLOWER OF SERVICE: FACILITATING SERVICE—
ORDER TAKING
Core
Customers need to know what is
available and may want to secure
commitment to delivery. The
process should be fast and
smooth.
Examples of elements:
Applications
Order entry
Reservations and check-in
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THE FLOWER OF SERVICE: FACILITATING SERVICE —
BILLING
Core
“How much do I owe you?”
Bills should be clear,
Accurate, and intelligible.
Examples of elements:
Periodic statements of
account activity
Machine display of amount
due
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THE FLOWER OF SERVICE: FACILITATING SERVICE —
PAYMENT
Core
Customers may pay faster
and more cheerfully if you
make transactions simple
and convenient for them.
Examples of elements:
Self service payment
Direct to payee or intermediary
Automatic deduction
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Core
THE FLOWER OF SERVICE: ENHANCING SERVICE —
CONSULTATION
Value can be added to goods and
services by offering advice and
consultation tailored to
each customer’s needs and
situation.
Examples of elements:
Customized advice
Personal counseling
Management consulting
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THE FLOWER OF SERVICE: ENHANCING SERVICE —
HOSPITALITY
Customers who invest time and effort in
visiting a business and using its services
deserve to be
treated as welcome guests—
after all, marketing invited them!
Examples of elements:
Greeting
Waiting facilities and amenities
Food and beverages
Toilets and washrooms
Security
Core
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Core
THE FLOWER OF SERVICE: ENHANCING SERVICE —
SAFEKEEPING
Customers prefer not to worry about
looking after the personal possessions
that they bring with them to a service
site.
Examples of elements:
Looking after possessions
customers bring with them
Caring for goods purchased
(or rented) by customers
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Core
THE FLOWER OF SERVICE: ENHANCING SERVICE —
EXCEPTIONS
Customers appreciate some
flexibility when they make special
requests and expect responsiveness
when things don’t go according to plan.
Examples of elements:
Special requests in advance Complaints or compliments Problem solving Restitution
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MEANING:-
Service Design is the activity of planning and organizing people,
infrastructure, communication and material components of a service, in order
to improve its quality, the interaction between service provider and customers
and the customer’s experience.
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CONCEPT
DESIGN AND DEVELOP
SERVICE LANCH AND OPERATE
FEASIBILITY
IMPLEMENT AND TEST
SERVICE WITHDRAWAL
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