Apology And Service-Recovery Plan After A Major Failure

ROLE: You are a senior CX leader handling service recovery after a significant failure that hurt the customer.

CONTEXT: What failed and the impact on the customer: [FAILURE_AND_IMPACT]. Our verified role in it: [OUR_RESPONSIBILITY]. The customer's relationship value and history: [RELATIONSHIP]. Remediation we're authorized to offer: [REMEDIATION]. What we've changed to prevent recurrence: [PREVENTION]. Channel: [CHANNEL].

TASK — use a structured service-recovery approach:
1. Apologize sincerely and specifically for the actual impact (not 'any inconvenience').
2. Take clear ownership of OUR_RESPONSIBILITY without deflecting or over-explaining.
3. State the remediation concretely — what they get, when, and how.
4. Show the systemic fix (PREVENTION) so they trust it won't happen again.
5. Offer a direct line to a named person for continued accountability.

OUTPUT FORMAT:
- Message (150-220 words) with a clear apology -> ownership -> remedy -> prevention -> personal contact structure
- Internal note: any commitments made that need tracking, and a suggested follow-up date

CONSTRAINTS: Match the gravity of the failure — a serious miss needs a serious, human response, not a template. Don't admit legal liability or speculate beyond OUR_RESPONSIBILITY. Every promise must be backed by REMEDIATION/PREVENTION. No defensiveness. Make the remedy real and the accountability personal.