CL 2/11

Mirabelli says the purpose of this chapter is to describe how waiters use self presentation strategies to be of perfect service to customers through the way they speak but also the knowledge they have when it comes to knowing everything on the menu.
Being literate in this case means knowing how the food is made so that you can describe the word.
Waiters get the jump my knowing the words and food dishes that are in foreign writing so that they can explain what the dish is to the customers that can interpret that language. In the end customers would say that is perfect customers service if the waiter knows exactly what they are trying to serve when the customer doesn’t know what it is or in it.
GAP: People don’t know the difference between service work and servitude. People don’t know the skills that waiters actually possess and therefore assume waiters are not smart.
The intended audience are white collar workers. Anyone not in service industry or folks that develop policies and standards for work environments.
The author is Mirabelli