In-person service workers also complete routine, repetitive tasks and are usually closely supervised. The primary difference between routine production workers and in-person workers is that in-person service workers deal with people directly. So in addition to the skills of routine production, in-person workers must possess what Reich calls "a pleasant demeanor. They must smile and exude confidence and good cheer, even when they feel morose. They must be courteous and helpful, even to the most obnoxious of patrons. Above all, they must make others feel happy and at ease." (176).In-person service workers have replaced much of the historical emphasis on routine production work. There were more in-person service jobs created duirng the 1980s than there are total workers in the steel, textile, and automobile job classes combined.
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