Customer De-escalation Training

Course: Returns, Exceptions, and Star Rewards

Module: Using Star Rewards Appropriately

Activity: Using Star Rewards Program Points

Purpose of Star Rewards

• Recognize Macy’s colleagues whose performance, service, teamwork, leadership, or contributions demonstrate company values.
• Highlight actions that exceed normal job expectations.
• Support consistent, respectful recognition decisions.

When Star Rewards May Be Appropriate

• A colleague provides outstanding customer service during a difficult return or exception.
• A colleague helps de-escalate a customer concern professionally and respectfully.
• A colleague’s actions support customers, colleagues, business objectives, or Macy’s values.
• The contribution is specific, documented, and exceeds routine responsibilities.

Reviewer Questions

• Is the nominee eligible?
• Is the selected award category appropriate?
• Does the nomination describe a specific accomplishment?
• Did the contribution exceed routine job expectations?
• Are the facts complete, clear, and understandable?
• Is the requested award level supported by the contribution?
• Is any additional information or approval required?
• Is the nomination written professionally and respectfully?

Approval Guidelines

• Approve only when the nomination is complete, accurate, eligible, and supported.
• Verify nominee and nominator information.
• Confirm the award category and recognition level are appropriate.
• Review required documentation and approvals.
• Add a brief reviewer comment when required.

Sample Approval Comment

“Approved. The nomination provides a specific example of outstanding customer service and clearly demonstrates how the colleague exceeded normal performance expectations.”

When to Return for Correction

• Required fields are incomplete.
• Employee identifying information is incorrect.
• The award category may not match the accomplishment.
• The nomination lacks a specific example.
• The description is too general to support a decision.
• Supporting documentation or required approval is missing.
• The award level needs additional justification.

Sample Return Message

“Thank you for submitting this nomination. Please provide a specific example of the colleague’s contribution, including what occurred, the actions taken, and the result achieved.”

Activity: Using Star Rewards Program Points

Review each scenario and decide whether the nomination should be approved or returned for correction.

• Does the nomination include a clear customer de-escalation example?
• Does it describe the colleague’s specific actions?
• Does it explain the result for the customer, team, or business?
• Does it support the requested award level?

Key Reminder

• Star Rewards should recognize specific, eligible, and well-supported contributions.
• Do not use points to bypass policy, change award values, or ignore approval requirements.
• Keep nomination information within the authorized review process.
• Explain decisions clearly and respectfully.