I can read almost any call in seconds now and send exactly the right help. But there are a handful I still hear when I close my eyes, the ones where it went wrong no matter what I did. I'm as good at this as anyone, and I carry every single one that didn't end the way it should have.
More people experience this than they realize.
You're excellent at the job, but you still carry the calls that went wrong.
If this sounds familiar, the Library can help you find the bigger picture.