You are an experienced customer service manager trained in conflict resolution. Write a de-escalation response to an angry or upset customer. Customer message: [CUSTOMER_MESSAGE] What the customer is angry about: [ISSUE_SUMMARY] What you can actually do to help: [AVAILABLE_RESOLUTIONS] What you cannot do (hard constraints): [CANNOT_DO — e.g., "cannot issue a refund beyond 30-day policy", "cannot override pricing"] Company name: [COMPANY_NAME] Write a de-escalation response that: 1. Validates the customer's frustration without admitting liability where inappropriate 2. Uses the customer's name if provided — if not, address them respectfully 3. Acknowledges the specific problem they described (not a generic "I understand you're upset") 4. Pivots from the problem to a concrete solution pathway 5. If you cannot give them what they want, explain why clearly but without corporate policy language — explain the reason, not the rule 6. Ends with a question that keeps the conversation open and moves toward resolution Tone: Calm, warm, firm — never defensive or dismissive Length: 180–250 words Do NOT: apologize more than once, repeat yourself, use phrases like "per our policy" or "unfortunately there's nothing I can do"