At TBS (The Book Service Ltd) our highly skilled people are able to offer a fully integrated book distribution service. Dedicated teams provide fast and efficient call handling, order processing, query management, key account management, telesales, on hold messaging and full customer care support. One of our key strengths is the ability to receive orders, Monday to Friday, until 6pm.
Order Entry
Our teams handle orders received by post, telephone, e-mail, EDI and fax. In addition, the industry standard web ordering services are all supported:
- PubEasy
- Teleordering
- Nielsen BookNet Web
- Nielsen Book Data
All combinations of price/discount and net value invoicing can be applied, and the service can be further personalised by adding text messages to individual invoices and/or order lines.
Hotline orders received by 2.00pm are dispatched the same day for delivery to the UK mainland on the next working day (these can be either manual or electronic orders). Our opening hours are 8.30am - 6.00pm, Monday to Friday.
Key Account Handling
Our dedicated team has developed strong links with our top 20 Key Account customers to ensure that TBS always has a full understanding of its customers' and wholesalers' individual needs; to allow us to maximise the availability of products and to ensure timely fulfilment.
Specific services include:
- Regular customer meetings
- Order monitoring and delivery prioritising
- Delivery book-in
- Scheduling of delivery days
- Proactive approach to any customer issues
- Personal visits are made to customer sites as appropriate
Export
Our export team members have responsibility for specific regions of the world. Each team member is fully conversant with the requirements of all customers in their region and has specialist knowledge on specific delivery requirements. In addition, they are all fully trained in all aspects of exportation, from document requirements, to freight forwarders and customs requirements, etc.
Mail Order/Cash/Direct Sales
TBS is also able to offer a full order fulfilment service to the general public (for non-account holders). Orders can be placed by phone, post or e-mail. Our service offering encompasses individual customers who prefer to call us direct for supply, direct mail campaigns and "off the page" campaigns on behalf of our publishers.
TBS can provide a full internet order fulfilment service (with direct electronic transfer of orders from our website into our vista system). This service also includes electronic credit card authorisation and direct feedback to customers on order status.
After Sales
Friendly post-sales support is an integral part of TBS Customer Service.
- Monitoring customer satisfaction trends/TBS performance through customer/client questionnaires
- Resolving customer and client queries
- Providing proof of delivery details
- Working in partnership with our clients, we are committed to meeting the needs of our customers by exceeding those of their customers
Terms & Conditions of Supply
All orders are subject to our standard Terms & Conditions of Supply.
Download Terms & Conditions PDF
