Customer service is an odd field.
It is, as I mentioned somewhere or other in the commentary, a largely thankless job. And yet, any time I have been involved in the service end, there is a massive feeling of well-being that comes from being able to resolve a difficult issue. That is why I loved being a Guide, back in the day.
People who stick with the field as a career can only do so because their need and desire to aid others outweighs the frustrations that come with the territory. Here is where the problem lies for many workers: a lot of companies really do not care about evaluating or evolving customer service tools and procedures. Those workers are stuck in a morass of company apathy that does not enable them to do their jobs. SOE is constantly changing how their CS works because the playerbase and its needs are important to them, and that is a grand thing indeed.
A lot of people want a glorious, high profile job as a Dev or Art Lead... but to be honest, I'd take a position working with SOE CS. I cannot think of another company I can say that about.
;-)#