MKT.5:4.4 - Find contradictions and select a feasible repair

Walk through the proposed encounter under an ordinary condition and an action-changing variation. Compare what each part leads the customer to expect with what the next part actually permits. Look for incompatible demands: a message invites speed while an irreversible choice needs consideration, the interface offers help outside support hours, or an operator is rewarded for ending a call before resolving the issue.

Trace a contradiction to the condition that produces it. Compare feasible repairs, including changing the promise, changing the product or operation, narrowing the circumstances served, or offering a different form of help. Include effects on other customers, staff work and already made commitments. Moving waiting time from a queue into repeated customer calls is not automatically an improvement.

Obtain agreement from those who can make the required changes, and update the affected promises and conditions of the encounter to match those changes. A concept can remain a useful proposal while a provider contribution is unresolved, but it must not be advertised as an available experience. If a limited arrangement can be supplied now, state its limits and preserve the wider concept as a separate possibility. MKT.11 governs coordination when several promises and contributors must be reconciled.