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Customer experience coaching guide builder

Builds a complete customer experience coaching guide for retail floor teams — including a CX principle framework, moment-by-moment service scripts, coaching conversation structures, role-play scenarios, and observation…

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Purpose

Produce a ready-to-use coaching guide that translates a brand's CX principles into concrete floor behaviors, scripts, and observable coaching moments — so store managers can train, observe, and improve associate service quality consistently instead of relying on vague "be more welcoming" feedback.

When to Use

Invoke this skill when the user asks to:

  • Build a CX or service training guide for a retail store team
  • Create coaching scripts aligned to brand values or service standards
  • Onboard new sales associates or beauty advisors with consistent service behaviors
  • Standardize the customer experience across multiple store locations
  • Create role-play scenarios or observation checklists for floor coaching
  • Fix inconsistent or transactional in-store service

Inputs Required

Before starting, collect:

  • Brand type: Category and positioning (e.g., prestige beauty, mass cosmetics, apparel, home goods)
  • Store format: Boutique / department store counter / standalone flagship / mall footprint
  • Brand CX principles: Existing service values, mission words, or voice guidelines (if any)
  • Customer profile: Who shops here and what they expect
  • Current service gaps: What's going wrong today (rushed, robotic, inconsistent, low attach rate, etc.)
  • Team experience level: Mostly new hires / mixed tenure / mostly experienced
  • Key products or services to feature: Consultations, samples, add-ons, loyalty enrollment

If brand CX principles are not provided, derive 4–5 principles from the brand type and positioning, and note them as proposed.

Instructions

Step 1: Establish the CX Principle Framework

Convert the brand's values into 4–5 named service principles. Each principle must be:

  • A short memorable phrase (2–4 words) associates can recall on the floor
  • Paired with a one-sentence behavioral definition ("what this looks like in action")
  • Paired with one clear anti-pattern ("what this is NOT")

If principles are provided, translate them into behavioral terms. If not, generate them from positioning (e.g., prestige beauty → "Unhurried Attention," "Educated Confidence," "Personal Ritual").

Step 2: Map the Customer Journey Moments

Break the in-store experience into 5–7 sequential moments, each with a script and a coaching note:

  • The Greeting — how associates open without hovering
  • The Discovery — questions that surface needs, not just wants
  • The Demonstration/Consultation — showing product tied to the customer's stated need
  • The Recommendation & Add-On — how to suggest complementary products naturally
  • The Objection Moment — handling price, hesitation, or "just looking"
  • The Close & Loyalty — completing the sale and enrolling/inviting back
  • The Farewell — ending so the customer wants to return

For each moment provide: a 2–4 line sample script in the brand voice, the CX principle it reinforces, and one common mistake to coach against.

Step 3: Build Coaching Conversation Structures

Provide 3 coaching conversation templates managers use with associates:

  • The GROW-style Development Conversation (Goal → Reality → Options → Will) — for building a skill over time
  • The In-the-Moment Correction — a 3-step, low-friction script for redirecting behavior on the floor without embarrassing the associate
  • The Recognition Conversation — a specific-praise structure that reinforces the exact behavior you want repeated

Each template includes sample manager phrasing, not just labels.

Step 4: Write Role-Play Scenarios

Create 5 practice scenarios covering common difficult situations:

  • The rushed customer who "just needs one thing"
  • The overwhelmed first-time customer who doesn't know what they want
  • The price-sensitive customer comparing to a competitor
  • The returning loyal customer who expects to be recognized
  • The browsing customer who resists engagement

Each scenario includes: the setup, the customer's opening line, the associate objective, and 2–3 "look for" behaviors the coach evaluates.

Step 5: Create the Observation Scorecard

Build a scorecard managers use during floor observations:

  • 8–12 observable behaviors mapped to the CX principles from Step 1
  • A simple rating scale (Consistently / Sometimes / Not Yet)
  • Space for one strength and one coaching focus per observation Behaviors must be observable and specific ("Asked at least two discovery questions before recommending"), never subjective ("Was friendly").

Output Format

  • Structure: Guide document with clearly labeled sections in the order of the instruction steps
  • Length: 1,400–1,900 words
  • Format: Structured document mixing short framing prose, scripts (indented/quoted), and a scorecard table
  • Sections: CX Principle Framework → Customer Journey Moments (with scripts) → Coaching Conversation Structures → Role-Play Scenarios → Observation Scorecard
  • Tone: Practical, encouraging, and floor-ready — written for a manager to hand to a team, not a corporate policy document

Quality Checklist

Before delivering output, verify:

  • [ ] Exactly 4–5 named CX principles, each with a behavior definition and an anti-pattern
  • [ ] 5–7 journey moments, each with a script, a linked principle, and a coaching note
  • [ ] All 3 coaching conversation templates include actual sample manager phrasing
  • [ ] Exactly 5 role-play scenarios, each with a customer opening line and "look for" behaviors
  • [ ] Scorecard has 8–12 observable behaviors — none subjective, all mapped to a principle
  • [ ] Every script uses the brand voice implied by the inputs, not generic retail language

Notes

  • The most common failure in retail CX training is coaching to attitude instead of behavior — keep every observation concrete and countable
  • Scripts should be starting points, not word-for-word mandates; note that associates should sound like themselves within the framework
  • If the brand is prestige/luxury, slow the pacing of the greeting and discovery moments; if it's high-traffic mass retail, tighten scripts for speed without losing warmth
  • Re-run this skill per season or per launch to refresh scripts around featured products and promotions

How to use this skill

This file is a Claude Code skill in Anthropic's standard format — markdown with YAML frontmatter at the top.

Installing in Claude Code:

  • ~/.claude/skills/<folder-name>/SKILL.md — auto-loads in every session anywhere on your machine (recommended for skills you'll use across multiple projects)
  • <your-project>/.claude/skills/<folder-name>/SKILL.md — auto-loads only when working in that project (recommended for project-specific skills)

Restart Claude Code or open a new session to register.

Using in Claude.ai, ChatGPT, Gemini, or other AI tools:

  1. Drag this file into a new chat, or copy and paste its contents
  2. Send your task or request as your next message — the AI will apply the skill where it fits

For Claude Code skill details: https://docs.anthropic.com/en/docs/claude-code/skills