Course: Returns, Exceptions, and Star Rewards
Module: Using Star Rewards Appropriately
Activity: Using Star Rewards Program Points
Purpose
Star Rewards recognize Macy’s colleagues whose performance, service, teamwork, leadership, or contributions demonstrate company values and exceed normal job expectations.
In customer de-escalation situations, Star Rewards should be used to recognize eligible colleagues for specific, documented actions that go beyond routine responsibilities.
Use Star Rewards Appropriately
- Recognize specific actions, not general good performance.
- Confirm the colleague is eligible for recognition.
- Select the correct award category or recognition level.
- Provide clear examples of what occurred, what the colleague did, and the result achieved.
- Connect the contribution to Macy’s values, customers, colleagues, or business objectives.
- Include any required dates, results, approvals, or supporting documentation.
Appropriate De-escalation Recognition Examples
- A colleague remained professional during a difficult return interaction and helped resolve the concern within policy.
- A colleague supported another team member during an escalated customer conversation and helped restore a respectful environment.
- A colleague identified a service issue, took appropriate action, and improved the customer experience.
Before Submitting or Approving
- Is the nominee eligible?
- Does the nomination describe a specific accomplishment?
- Did the contribution exceed routine responsibilities?
- Are the facts complete, accurate, 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?
When to Return for Correction
Return a nomination when it may qualify but needs additional information or correction.
- Required fields are incomplete.
- Employee identifying information is incorrect.
- The award category may not match the accomplishment.
- The nomination does not provide a specific example.
- The description is too general to support a decision.
- Supporting documentation or required approval is missing.
- The requested 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.”
Key Guideline
Star Rewards should recognize documented, eligible contributions that exceed normal expectations. They should not be used to change award values, eligibility rules, or approval requirements unless permitted by Macy’s policy.