What is the biggest challenge you have faced in work in the past a years as a Customer Service Agent?

I've never really been a customer service rep/agent, but I have met clients often enough.  For me the last big lesson I learned was about corporate cultures, I always assumed every corporate group was performance-based, and would always default to viewing performance as the key indicator of success.  Some very large organizations are process driven, they don't really care about the outcome - just how you do the job.  To them it's more important to follow their procedures.