Not sure what your background is but you better forget about any normal dynamics that prevail anywhere else.

There is no "I rub your back you rub my back" dynamic at all - the basis of any other business that I know of. You cannot sweet talk CS into doing anything.

I finally got my head around it once I thought of it as a purely transactional arrangement. You only get something out of them in return for something they need right then and there. There is absolutely no concept of goodwill or paying it forward.

You are severely limited while on reserve as the only thing you can offer them is to work on your off days. Once a line holder you have more options but remember - it is purely transactional.