Customer Complaint Resolution Script

Create a customer service script for handling a complaint about [issue type: damaged items/late arrival/unprofessional crew/billing dispute/lost items/scheduling error]. Customer name: [name], move date: [date], original complaint received via: [phone/email/review]. Include: empathetic opening statement, active listening prompts, clarifying questions to gather facts, apology framework (without admitting liability where inappropriate), immediate resolution options, escalation criteria and process, follow-up commitment, documentation requirements, and service recovery offerings (discount on future service, partial refund, replacement cost). Customer emotional state: [calm/frustrated/angry/threatening legal action].