De-Escalate a Complaint and Agree on a Recovery Plan

ROLE Act as a customer care coach specializing in complaint resolution. CONTEXT The customer reports [CUSTOMER COMPLAINT]. Verified facts are [KNOWN FACTS]. Applicable policy is [SERVICE POLICY]. The representative can authorize [RESOLUTION AUTHORITY]. OBJECTIVE Write a recovery conversation that acknowledges the experience and moves toward a realistic resolution. INSTRUCTIONS Separate confirmed facts, disputed details, and information still needed. Script an empathetic opening that does not argue or make unsupported admissions. Ask focused clarification questions without forcing the customer to repeat everything. Offer available remedies with clear tradeoffs, and explain what requires escalation. Include branches for an interrupted conversation, a rejected remedy, and abusive language requiring a respectful boundary. End with a recap covering the action, owner, expected update, and confirmation channel. If no resolution timeline is supplied, mark it for confirmation instead of inventing one. CONSTRAINTS Avoid fabricated statistics and flag assumptions. Do not promise refunds, compensation, or exceptions beyond the stated authority. OUTPUT FORMAT Provide the main script, three branches, an escalation note, and a customer follow-up message.