{"id":"cx-coaching-note-strength-gap-next","audience":"customer-support","category":"support-work","technique":"examples","track":"support","level":"intermediate","title":"Write a coaching note with a strength, a gap and a next try","free":false,"task":"Write a coaching note for the agent, Jules, with exactly three lines starting \"Strength:\", \"Gap:\" and \"Try next:\". Quote the agent's exact words in the Gap line. Try next includes one sample sentence in double quotes, under 20 words. Be specific and kind. Plain text, under 90 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"CUSTOMER MESSAGE (Mrs. Alvarez): \"I bought a coat for my daughter on Oct 1 and it doesn't fit. It's been 5 weeks and I only just found the receipt. I know it's late. Can I still return it?\"\n\nAGENT REPLY (Jules, replied in 4 minutes): \"Hi Mrs. Alvarez, per policy refunds are not possible after 30 days. Regards, Jules\"\n\nPOLICY: refunds within 30 days. After 30 days, store credit is allowed with a receipt (up to 90 days).\n\nQA NOTES: Policy statement is correct and the reply was fast. No acknowledgment of her message. Store credit option not offered, though she has a receipt. Customer later gave 2 stars.\n\nCoaching style: specific, kind, focused on one habit; never call the agent 'bad' or 'careless'.","rules":[{"type":"plainText"},{"type":"maxWords","max":90}],"mistakes":[{"title":"Vague praise","why":"The AI writes 'great job overall' without evidence.","fix":"Say: \"Strength: name something specific, like the correct policy and the 4-minute reply.\"","checks":["r1"]},{"title":"No quote","why":"The AI describes the gap in general terms.","fix":"Say: \"Gap: quote the agent's exact words.\"","checks":["r1"]},{"title":"Blaming tone","why":"The AI calls the reply cold or careless.","fix":"Add: \"Never call the agent bad or careless.\"","checks":["r2"]},{"title":"Layout drift","why":"The AI writes a long email to Jules.","fix":"Name the three labels.","checks":["r0"]},{"title":"Getting markdown back","why":"AI adds bold and headings by default, which show up as stray symbols where this is pasted.","fix":"Say \"plain text, no bold, no headings, no asterisks\".","checks":["plainText","maxWords"]}],"promptHints":[{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]},{"label":"Sets a length limit","patterns":["\\d+\\s*words","word (limit|count)","under \\d+"]},{"label":"Names the three labels","patterns":["strength:","gap:","try next"]},{"label":"Asks for a quote","patterns":["quote","exact words"]}],"hint":"Coaching notes work when they are specific. Ask for the labels, a quote, a sample sentence and a kind tone.","rubricLabels":["The output is exactly three lines starting Strength:, Gap: and Try next:","Strength names the correct 30-day policy statement and the fast 4-minute reply, and Gap quotes the exact words \"per policy\" and says the store credit option was missing","Try next has a sample sentence in double quotes, under 20 words, that offers store credit, and the note never calls the agent bad, careless or lazy"]}