ughaibu - I've found the main function to be answering questions when people aren't sure of things. Starting tournaments, for example.

I have 1 person permanently on my enemies list. He sent me messages until I was sick of reading them. Then I had to add his email address to my 'spam' list because he carried on messaging me that way. I won't put up with that just in case he has a problem I may be able to help him with sometime in the future. No CSR should have to put up with that.
(Thanks too, to Purple & Medic :o) Even though I think I've moderated both of you at some point! LOL!)