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Self-Service Module

Self-Service Strategies for Customer Empowerment

Demonstrates 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
• Implementing self-checkout
• Role of the "greeter"
• Self-service Holds
• The teachable moments
• Streamlining backroom processes
• Training staff and customers
• Dialogue and discussion

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