De-escalation: angry customer De-escalation: angry customer

Hi {{first_name}},

I read your last message and I get why you're frustrated. We let you down, that's on us, not on you for being firm about it.

I want to fix this properly, but I need to make sure I understand exactly what would make this right from your side. Can you tell me, in your words, what a good outcome looks like?

Once I know that, I can either commit to it or be honest about what we can actually do.

{{agent_name}}