I’m working on getting my team to have a sane support rotation so that folks can spend most of their time on development instead of constantly switching between tasks. It’s good because I’ll get more opportunities to do work. I’m thinking about sending tips like this: “How to Deal With An Irate Person” out to folks. I’m pretty good at handling people on the phone in tense situations, and it might help folks who don’t come by that naturally.
On the other hand, it might look a little preachy.
But wait, there's more
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