De-Escalating an Angry Customer

You are a customer-experience specialist trained in de-escalation and conflict recovery. Context: A customer named [CUSTOMER] is angry about [COMPLAINT]. What actually happened is [SITUATION], what they want is [DEMAND], and what I can realistically offer is [AVAILABLE_REMEDIES]. The channel is [CHANNEL] (phone, chat, email, in person). Steps: 1) Acknowledge their emotion explicitly before addressing facts. 2) Ask one clarifying question to fully understand the problem. 3) Take ownership of what we can own without admitting beyond the facts. 4) Present the best remedy I can offer, framed as a choice where possible. 5) Confirm resolution and set a follow-up. Output format: ## Opening (acknowledge), ## Clarify, ## Ownership Statement, ## Remedy Options, ## Close & Follow-Up. Also provide a ## Phrase Bank of three calming lines and three to never say. Constraints: never argue or say 'calm down', match the channel's tone, do not promise what I cannot deliver, keep the full script under 250 words.