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TUTORIAL 2: SERVICES

Darlie Zamri
Darlie Zamri

This document provides guidance on writing service descriptions. It defines what a service is as an intangible product consisting of activities or benefits offered for sale. Services include banking, hotels, tax preparation, and home repair. The document outlines guidelines for writing service descriptions, including describing the organization, service content, and using passive voice. Sections to cover are the organization name, types of services provided, clients, hours of operation, service details, strengths, testimonials, pricing and offers. Examples given are descriptions for electricity and telecommunications companies. Passive voice is recommended over active voice for clarity.

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+ TUTORIAL 2: SERVICES NOOR DARLIZA MOHAMAD ZAMRI
+ INPUT SERVICES INTRODUCTION Service oriented organisations differ from manufacturing organisations in that a service organisation does not deal with goods or identifiable products, but rather deals with customer participation. Unlike manufacturing organisations such as factories, service organisations are situated in different locations. This is to be near their customers as their service cannot be stored and shipped, hence the need for branches.
+ INPUT SERVICES What is a service? A service is a form of product that consists of activities, benefits, or satisfactions offered for sale that are essentially intangible and do not result in the ownership of anything. Examples include: Banking Hotels Tax Preparation Home Repair Services
+ INPUT SERVICE DESCRIPTION GUIDELINES You may use the format below to guide you in writing the service description. a.Organisation Identify the organisation, the types of services it provides and the clients/consumers. State the working hours or duration and days when the service is provided. The organisation section of Tenaga Nasional may look like: Tenaga Nasional is the sole supplier of electricity in Malaysia. We have branches all over Malaysia. Our offices are open Mondays Fridays from 8.00 a.m. 4.30 p.m. and from 8.00 a.m. 12.30 p.m. on alternate Saturdays.
+ INPUT SERVICE DESCRIPTION GUIDELINES You may use the format below to guide you in writing the service description. b.Service Content List detail of all the services and explain the scope and nature of the service provided. State the strength of the service and provide testimonials. Provide information on pricing and discounts/offers. For example, a part of the service content section for Telekom Malaysia may read like: i.Line Connection New subscribers are provided telephone lines within a week of the application. External lines are provided by us. Internal lines are contracted out. Faulty lines will be looked into immediately after receiving complaints. ii.Extra Services When requested, subscribers are provided extra services with a minimum service charge. The extra services provided are caller ID, call waiting and call transfer.
+ INPUT LANGUAGE INPUT PASSIVE FORM Passives are frequently used in service descriptions. Examples Instead of saying: Counter staff handle bill payments. It may be written as: Payments of bills are handled by counter staff. Instead of saying: The officer processes the application immediately. It may be written as: The application is processed immediately.
+ INPUT PASSIVE FORM Other common passive verb phrases used in service descriptions are:
+ GOOD LUCK!

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TUTORIAL 2: SERVICES

  • 1. + TUTORIAL 2: SERVICES NOOR DARLIZA MOHAMAD ZAMRI
  • 2. + INPUT SERVICES INTRODUCTION Service oriented organisations differ from manufacturing organisations in that a service organisation does not deal with goods or identifiable products, but rather deals with customer participation. Unlike manufacturing organisations such as factories, service organisations are situated in different locations. This is to be near their customers as their service cannot be stored and shipped, hence the need for branches.
  • 3. + INPUT SERVICES What is a service? A service is a form of product that consists of activities, benefits, or satisfactions offered for sale that are essentially intangible and do not result in the ownership of anything. Examples include: Banking Hotels Tax Preparation Home Repair Services
  • 4. + INPUT SERVICE DESCRIPTION GUIDELINES You may use the format below to guide you in writing the service description. a.Organisation Identify the organisation, the types of services it provides and the clients/consumers. State the working hours or duration and days when the service is provided. The organisation section of Tenaga Nasional may look like: Tenaga Nasional is the sole supplier of electricity in Malaysia. We have branches all over Malaysia. Our offices are open Mondays Fridays from 8.00 a.m. 4.30 p.m. and from 8.00 a.m. 12.30 p.m. on alternate Saturdays.
  • 5. + INPUT SERVICE DESCRIPTION GUIDELINES You may use the format below to guide you in writing the service description. b.Service Content List detail of all the services and explain the scope and nature of the service provided. State the strength of the service and provide testimonials. Provide information on pricing and discounts/offers. For example, a part of the service content section for Telekom Malaysia may read like: i.Line Connection New subscribers are provided telephone lines within a week of the application. External lines are provided by us. Internal lines are contracted out. Faulty lines will be looked into immediately after receiving complaints. ii.Extra Services When requested, subscribers are provided extra services with a minimum service charge. The extra services provided are caller ID, call waiting and call transfer.
  • 6. + INPUT LANGUAGE INPUT PASSIVE FORM Passives are frequently used in service descriptions. Examples Instead of saying: Counter staff handle bill payments. It may be written as: Payments of bills are handled by counter staff. Instead of saying: The officer processes the application immediately. It may be written as: The application is processed immediately.
  • 7. + INPUT PASSIVE FORM Other common passive verb phrases used in service descriptions are:
  • 8. + GOOD LUCK!