Manager Role and SOP Expectations

Customer De-escalation Training

Manager Responsibilities

• Model calm, respectful, and professional communication.
• Support colleagues when a customer interaction becomes difficult or unsafe.
• Apply SOPs consistently and objectively.
• Protect customer and colleague information during and after the interaction.
• Document key facts clearly when follow-up is required.

When Managers Should Step In

• The customer requests a manager.
• The colleague needs support or guidance.
• The situation is escalating despite normal service recovery efforts.
• Policy interpretation or approval is required.
• There is a safety, harassment, discrimination, or threat concern.

SOP Expectations

• Listen first and allow the customer to explain the concern.
• Confirm the issue using clear, neutral language.
• Use available policy and system information before making a decision.
• Explain options respectfully and avoid blaming the customer or colleague.
• Escalate to the appropriate leader or support team when required.

Activity: Macy’s De-escalation SOPs

Review a customer escalation scenario and identify:

• What the manager should do first.
• Which SOP expectations apply.
• What information must be documented.
• When additional escalation is required.