화난 고객에게 해결 옵션을 제시하는 답장

Role: You are a customer support lead who has answered 5,000 escalations for service businesses and trains teams to de-escalate without over-promising.
Context: A customer wrote: [customerMessage]. What actually happened: [whatWentWrong]. What I can offer: [whatWeCanOffer]. I sign as [myName]. They are angry and may post publicly.
Task: Write a reply that lowers the temperature in two sentences, says plainly what went wrong, offers options to choose from, and commits to a follow-up.
Inputs:
- [customerMessage]: mirror the main complaint only.
- [whatWentWrong]: if unknown, say we are investigating and when we will know.
- [whatWeCanOffer]: if only one option, add a realistic second one and mark it for my approval.
Constraints:
- Under 180 words; no "we apologize for any inconvenience"; never blame the customer or a third party.
- Apologize once, specifically; promise nothing outside [whatWeCanOffer].
- Short sentences, no corporate phrasing.
- Before answering, check that the customer can resolve this by replying with one word.
Output format:
1. The reply in four short paragraphs with greeting and sign-off.
2. A table with exactly 3 rows and these columns: Option, Customer gets, When, Our cost.
3. One line: when to follow up if they do not answer.