Hungry For Books, Anyone?
Greet. Understand. Explain. Suggest. Thank.
G.U.E.S.T. is the step-by-step customer service process applied by the employees of Star Bookstore. Founded in April 1979 in Taipei, Taiwan by Mr. Tsai Tung-Chi, Star Bookstore started out as a comic and novel rental shop with a vision to spread the love for knowledge. The bookstore has a wide collection of books that members can read in its well-furnished and serene ambience; or rent it for enjoyment within the comforts of their own homes.
By 1990, 500 Star Bookstores have mushroomed all over Taiwan and ten years later, the first outlet opened in Malaysia. That very year also saw the publishing of Mr. Tsai Tung-Chi’s book ‘300 Times Miracle’ in Taiwan, a book that revealed the four stages of evolution and reformation, which his business had undergone in achieving the success it enjoyed. The four phases mentioned in his book includes computerisation, franchising, membership recruitment and e-business.
Star Bookstore maintains its traditional concept of distributing knowledge, that is, via a physical bookstore; it takes a modern turn when it comes to conducting business through e-commerce. It aims to expand its network worldwide, in line with the company’s concept of knowledge without barriers. Eventually, it intends to become a premier information centre.
Star Bookstore started offering its Malaysian franchising programme in 2001. Franchisees can bank on the solid franchising system and support to own and run a successful book rental business.
Pre-opening support for franchisees include advice on store location and cost analysis of shop operations. IT training and practical business management will be provided.
The company will continue to give support through field agent visits, promotions as well as technical support.