Anyone who has had to deal with a customer service representative (CSR) on the phone knows how crucial they are to the quality (or lack thereof) of the service received and to customer satisfaction. But imagine being at the other end of the line--in the CSR’s shoes. How do you stay motivated to deal with client after client after client? Now, take the perspective of a service unit manager-- what can you do to keep CSRs motivated and on task? Perhaps you should start by motivating yourself.