Welcome to Macy's

Macy's New Hire Orientation

Module: First 90 Days at Macy's

Activity: Welcome to Macy's

Your First 90 Days

• Learn Macy's service standards, policies, and team expectations.
• Build confidence in customer interactions and daily store routines.
• Ask questions early and use managers, trainers, and experienced colleagues as resources.
• Focus on safety, professionalism, teamwork, and customer experience.

Customer Experience Expectations

• Listen carefully and respond respectfully.
• Stay calm during difficult interactions.
• Explain available options clearly.
• Do not make promises outside your authority.
• Involve a manager when an issue exceeds your role or becomes unsafe.

De-Escalation: L.E.A.R.N.

1. Listen: Let the customer explain without interruption.
2. Empathize: Acknowledge frustration without admitting fault.
3. Ask: Use respectful questions to clarify the issue.
4. Resolve: Offer options within your authority.
5. Notify: Contact a manager when needed.

Helpful De-Escalation Phrases

• “I understand you’re upset. Please tell me what happened so I can determine how to help.”
• “I can understand why that experience would be frustrating.”
• “Here are the two options I can provide today.”
• “Let me ask my manager to assist us.”

When to Contact a Manager or Security

• The customer requests a manager.
• The issue is outside your authority.
• The customer makes threats or uses abusive language.
• There is suspected theft, fraud, or criminal activity.
• You feel unsafe.

Recognition at Macy's

The STAR Awards Program recognizes colleagues who demonstrate Macy's values and exceed normal job expectations.

• Recognition may highlight service, teamwork, leadership, or business contributions.
• Strong nominations include specific examples and clear results.
• Recognition supports a positive and values-driven workplace.

How You Can Succeed

• Be reliable, prepared, and respectful.
• Support customers and colleagues.
• Follow store policies and safety procedures.
• Communicate clearly and professionally.
• Ask for help when unsure.

Key Takeaway

Your first 90 days are about learning, practicing, and building strong habits. Focus on service, teamwork, safety, and professionalism every day.