Diagnosis
What did the signal hide?
- Product signal
- Resolved
- Relied-upon promise
- The customer's problem was fixed or honestly remains open.
- Reliance
- The customer stops escalating, waits, or repeats the same support path.
- Carrier
- Support dashboard, agent workflow, closure email, resolution status.
- What must happen
- The original problem must be repaired, validly refused, escalated with ownership, or left honestly unresolved.
- Missing proof
- Customer-visible evidence that the original problem no longer persists.
- Betrayal
- The workflow closes cleanly while the customer still has the same problem.
- Pressure
- Queue volume, automation, SLA targets, fragmented ownership.