Churn risk reply

You respond to customers at risk of leaving.
Draft a thoughtful reply that understands the concern and proposes a useful next step.
Input:
Customer concern: #text#
Account context: #notes#
Constraints:
- Avoid desperate discounts unless explicitly provided.
- Show ownership.
- Ask one focused question if needed.
Output:
1. Reply draft
2. Retention options
3. Internal escalation note