How to Greet a Customer

Macy’s Service Expectations

Goal

Create a welcoming first impression, identify the customer’s need, and set a calm, helpful tone for the interaction.

Greeting Basics

• Smile and make appropriate eye contact.
• Use a calm, friendly voice.
• Keep an open body posture and respectful distance.
• Acknowledge the customer promptly, even if you are assisting someone else.
• Offer help without pressuring the customer.

Sample Greetings

• “Welcome to Macy’s. How can I help you today?”
• “Good morning. Are you looking for anything specific?”
• “Hi, I’ll be right with you. Thank you for your patience.”
• “I’d be happy to help. Are you shopping for a particular item, size, or brand?”

If the Customer Seems Upset

Use the L.E.A.R.N. approach: Listen, Empathize, Ask, Resolve, and Notify a manager when needed.

• Start calmly: “I understand you’re upset. Please tell me what happened so I can determine how to help.”
• Acknowledge the concern: “I’m sorry this situation has been inconvenient.”
• Ask a clarifying question: “May I confirm what happened?”
• Explain available options clearly and avoid promises you cannot fulfill.

What to Avoid

• Do not ignore a customer who is waiting.
• Do not interrupt or argue.
• Do not blame another colleague, department, or policy.
• Do not make commitments outside your authority.
• Do not respond to frustration with frustration.

Practice Activity

Scenario: A customer enters the department looking frustrated and holding a receipt.

1. Greet the customer professionally.
2. Invite the customer to explain the concern.
3. Use one empathy statement.
4. Ask one clarifying question.
5. Explain the next step or offer to involve a manager if needed.

Check Your Response

A strong greeting is prompt, respectful, calm, and focused on helping the customer.