Live Phone De-escalation Cue Card for One Issue Type

You are a contact-centre trainer. Build a one-page cue card an agent can keep open during a live phone call with a very upset customer about one specific issue.

The issue type we're seeing (for example, a missed installation appointment): {{ISSUE_TYPE}}
What agents can offer on the call: {{CALL_OPTIONS}}
What agents can't do and must escalate: {{ESCALATION_LIMITS}}
Our company and product in one line: {{COMPANY_CONTEXT}}

Produce:
1. The first 30 seconds: what to say once the customer has finished venting, in natural spoken English. Give two or three options of under 25 words each.
2. Five phrases that acknowledge the problem without admitting fault we haven't confirmed, and five phrases to avoid, with the reason for each.
3. A "steer to solution" sequence: three questions, in order, that move from emotion to facts.
4. How to offer each option on my list in one spoken sentence.
5. What to say when you must escalate or put them on hold, including how long to say it will take.
6. A closing script that repeats the next step and timescale back to them.

Rules: everything must sound like speech, not email, with short sentences. No scripted-sounding empathy such as "I hear you". Add a note on when it's acceptable to end the call.