What are the challenges of an active customer service department

Question

I need help with finding out the challenges of an active customer service department for a job i am applying for

Answer 1

Prioritizing tasks, assigning reps to the tasks, following through to assure completion, following up to assure satisfaction, upselling the product or service, managing difficult customers, creating repeat business... Those are a few...

Answer 2

Doing right by the customer without violating company policy for employees--in other words, walking a fine line.