Most folks that I talk to hate self checkout. This is especially true for mothers with younger kids who can’t leave them home to shop.
Also everywhere I’ve shopped, customers are way slower checking out than cashiers.
I disagree on cashiers not being customer service. They’re an opportunity every time a customer comes in the store to check in on the customer experience. It’s just that the industry uses them wrong for the most part. Your cashiers should be brand ambassadors. If they were coached on how to welcome customers and how to be gracious, they could drive incredible brand loyalty.
Look at what chic film did with their cashiers. It’s a fast food chain that is beloved just because of a chicken sandwich and teaching teenagers to say “How may I serve you?” and “My Pleasure.”
If a fast food chain can teach some teenagers to do it, a retail chain can certainly do it.