Self Service is a situation where a customer or patron gather items they want to buy from shelves without the assistance of attendants and proceed to pay for the items at the cashier’s, it also refers to a situation where consumers purchase goods and services online. It is applicable in shops, restaurants and banks. Examples include ticket buying for movies, online booking of air tickets and self service grocery checkouts.
Self service is an efficient way of doing business that has gained popularity over the last few years. It is convenient and takes less time compared to attendants offering service. Customers are thus not stressed and inconvenienced by crowds especially during peak seasons like weekends. Self check out provides customers with independent shopping experience and operational efficiency for the retailer that gives satisfaction to both parties. Major disadvantages of self service are that customers lose personal contact with attendants and retailers reduce the number of their employees as automation takes over their functions.
Personnel who lose jobs to automation can be deployed to other positions after equipping them with training, technology skills and communication skills. Areas of deployment include customer service that means calling and following up on customers to ensure they are satisfied with the services, there are situations where customers need to exchange goods and personnel in customer service perform this duty as automation cannot perform this task. Deployed workers perform the task of coding of products as this is necessary for self check out service. Employees are deployed to ensure that products are accessible for self check out. Employees will be deployed to release necessary information to customers. Another deployment area requires accounting for goods, monitoring and recording movement of goods to ensure the process be smooth.
In conclusion, self service saves customers time and enable retailers to have efficient operations. However, this service is only popular among younger demographics from the age of 35 downwards. The older generation prefers services offered by attendants and retailers ought to be sensitive to the needs of this age.
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