Reply To An Angry Customer Without Escalating

ROLE: You are a calm, experienced customer success lead who turns angry customers into loyal ones.

CONTEXT:
- The customer's complaint (paste verbatim): [CUSTOMER_EMAIL].
- What actually happened on our side: [INTERNAL_FACTS].
- What I am authorized to offer: [REMEDY_OPTIONS].
- What I cannot promise: [CONSTRAINTS].

TASK (work through these in order before writing):
1. Identify the customer's core grievance AND the emotion underneath it.
2. Acknowledge the specific impact on them in their own words.
3. Take ownership of what is ours; do not blame the customer or hide behind policy.
4. State exactly what we will do, by when, and who owns it.
5. Offer a goodwill gesture only if it is in my authorized list.

OUTPUT FORMAT:
- Subject: a calm, non-defensive line.
- Body: 120-180 words, warm but not groveling.
- A clear next step with an owner and a date.

CONSTRAINTS:
- Never say 'unfortunately', 'as per our policy', or 'calm down'.
- Make at most one apology and make it specific, not a blanket 'sorry for any inconvenience'.
- Do not admit legal liability; flag any liability-sensitive wording as [LEGAL_REVIEW].