2 things QSR self-service can't do without Consumers want self-service, but they also want to speak to an employee when necessary, according to the keynote presentation at last weeks Self-Service Innovation Summit. Portland, OR. - People using the self service kiosks to place their orders at a McDonald's Restaurant in Portland International Airport. (iStock) Editor's Note: While self-service has gotten to be old hat for QSR consumers, that doesn't mean those same customers will blindly use these platforms without some reassurances. In fact, the keynote speaker at last week's Self-Service Innovation Virtual Summit, ath Power Consulting Director of Training E.J. Kritz reminded attendees at the inaugural event that customers who use these interfaces need to know two things: