Customer Service at Safeway - Everything We Do, They're Positives and Negatives

Having worked over two years at customer service, I have a pretty good understanding of all we do back there.  Sometimes I will do a ton of these in one day and sometimes I won't do it at all (except Lotto--people always come for Lotto).

Lotto: This is the one thing I'm guaranteed to do every time at customer service.  I'm actually surprised if I cover a break at customer service if no one comes for Lotto.
Positives: It's a game, and anyone who's worked over a game (amusement park, bowling alley) can agree that there is some aspect of fun to it.  And VERY rarely is dealing with a lotto customer stressful.  I know enough about the games that if they dispute something I have a good argument to back it up.
Negatives: People that complain about never winning.  It's not exactly designed to payout a lot, people.  People that play it so often that it gets annoying.  People that pay with exact change in cash that could do that very same thing at the lotto machine.

Western Union: This is the one thing I was most apprehensive about when learning customer service.  Now that I have it down, it's pretty darn easy.  There's always the occasional snag I'll run into (more on that below).
Positives: If I'm having a slow day, WU's help the time go by.  Most of them are fairly straightforward, and about half are with customers I help fairly routinely, so they know the drill.
Negatives: Helping someone and another person is right behind them and has to wait a long time to be helped with a quick thing.  Also, when snags happen, such as a customer not understanding something, or a change occurring in WU (such as a fee going up).  The worst is a customer needing a change on their WU that requires me to call and get their transaction refunded, and send it through again.  UGH!

Returns: This is something I was already accustomed to doing as a checker and SCO attendant before customer service.  And I didn't mind it at all.  But after working customer service for a while, I hate it.  People constantly try to scam us by returning items without a receipt which in that case always puts me in a tough position.
Positives: Nothing difficult about it, most of the time fairly straightforward.
Negatives: What I mentioned above.  Scammers.  I know I've returned items that customers have stolen.  There's not a lot Safeway does to help me.  They don't set out clear parameters on what I can or can't do refunds/returns on.  The more I've worked customer service the more I hate doing returns and refunds.

Orca: Dealing with Orca Cards is one of the easiest things at customer service.  Most people will just add money to their card when necessary.
Positives: Like I said, one of the easiest things to do.  Plus, it is informative for myself as a fellow Orca Card holder.
Negatives: When customers want to do the monthly pass and are clueless as to what amount they want.  When customers have questions about it (nearest Orca/Transit office for example) that I don't know the answers to.

Rug Doctor: Rug Doctors have to be one of my least favorite things to do.  I've never used one myself so it can be tough to answer people's questions about it.
Positives: Fairly straightforward, and when people return them it's very easy to deal with.
Negatives: Time consuming, usually makes people behind the person I'm helping have to wait.  Also when people have literally any questions about it.  I don't know how to use one myself, nor do I have the need to (I don't own, I rent).

Phone Calls: The thing I was most dreading when being trained at customer service.  Whenever I hear that "Attention Service Staff, 2, 0, 0" I always have to let out a groan.
Positives: Most of the time it's fairly straightforward.  Most of the calls are either for someone else (a manager, DotCom) or are a fairly quick question, often about a product.
Negatives: I don't like talking on the phone.  I have kind of bad hearing and have a lot of trouble hearing people through any static or an accent.  Also when people complain to me.  I've even gotten prank called once.  I felt a little violated.

Bookkeeping: My favorite part.  Get to handle money, account for it, balance tills, etc.
Positives: Very fun, VERY few stressful moments, get to handle money.
Negatives: When I'm bothered by a customer in the middle of balancing a till or doing something important, bookkeeping-wise, or when a till comes up quite a bit short.

Questions: This is a surprising amount of people that visit customer service.  Sometimes it's people simply wanting to know where something is (a product, the restroom), or sometimes it's a customer asking if we have more of a product.
Positives: I'd say over half are fairly straight-forward and easy questions to answer, and usually just take a few seconds.
Negatives: However, there are always customers who want something not in stock, or want us to carry a product, or want a particular item and are upset we don't have it.  If it was me in their shoes, I'd either go to another store or be content with getting a similar product. 

Money Orders: This is very simple, just ask the customer how much they want on their money order, they pay for it, the machine prints it out for them. 
Positives: Very easy, most people know exactly what they want and have the right payment method handy. 
Negatives: Before we changed our policy from Cash Only, people that would get upset that we wouldn't take Debit. Fortunately, we do now.  Also, people that have no idea what to put on their money order, or the rare occasion that people try to get a refund or get it cashed (No can do, amigo).

Well, that's pretty much all we do at customer (now guest) service.  There are odd requests here and there, but this is 95% of it.