Blog by Sumana Harihareswara, Changeset founder

24 Feb 2006, 13:53 p.m.

How To Avoid The Cycle Of Customer Support Viciousness

Hi, reader. I wrote this in 2006 and it's now more than five years old. So it may be very out of date; the world, and I, have changed a lot since I wrote it! I'm keeping this up for historical archive purposes, but the me of today may 100% disagree with what I said then. I rarely edit posts after publishing them, but if I do, I usually leave a note in italics to mark the edit and the reason. If this post is particularly offensive or breaches someone's privacy, please contact me.

Some good ideas on stopping yourself from responding to hostility in kind. Included: "check your ego at the door" and the reminder that someone has to be the adult.