I'm not arguing with the appraisal. By nature I'm more of an observer, a thinker, a problem-solver. Admittedly, my first customer-facing role was a bit of an internal battle to convince myself that I could do it. Over the years, that trepidation started to fade. And while I may still more naturally embrace the "think and solve" role, taking the reins in customer-related scenarios isn't an internal struggle anymore.
My conclusion: you don't need to be a natural at something to do it successfully. And not only successfully, but well. Instead of trying to mimic those who are natural extroverts, I opted to interpret customer service in the way that felt most natural to me. It probably also helps that I'm stubborn and determined to succeed. If I'm bad at something, I want to get better (although I prefer to hone the skill without anyone looking over my shoulder). Finally, I've learned to accept that I'm not always smooth, but I like to think that my occasional lapses are more endearing and genuine than awkward.
A different employment path may have been easier and less nerve-wracking, but this goes beyond professional development. I truly believe that this unnatural path was vital for my personal development, starting as a shy child and learning not only how to interact with the surrounding world, but ultimately that determination a handy tool for success.
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