Self-Service Strategies for Customer Empowerment
We'll demonstrate the efficiency of self-service and customer empowerment strategies. If libraries can embrace self-service strategies, they can meet the changing expectations of customers, but also free staff to provide higher levels of library service.
Topics include:
- The self-service expectation of today's customer
- Implemention of self-checkout method
- Role of roving staff, including zone staff and greeters/guides
- Implementing customer accounts management
- Self-service holds
- The teachable moment
- Streamlining backroom processes using LEAN office principles
- Successful cross-training strategies for staff
- Repurposing staff to provide value-added customer services
- Discussion of the best ways to increase self-service at your site
