Macys Onboarding Training

Customer Service and De-escalation

Module: When to Involve Management

Activity: Proper Protocol

Learning Goal

Identify when a customer situation should be handled by an associate, escalated to management, or referred to security or emergency support.

Use the L.E.A.R.N. Approach First

1. Listen without interrupting.
2. Empathize and acknowledge the concern.
3. Ask clarifying questions.
4. Resolve within your authority.
5. Notify a manager when necessary.

Involve Management When

• The customer requests a manager.
• The issue exceeds your authority.
• A policy exception is requested.
• The customer is dissatisfied with an employee interaction.
• The situation involves suspected fraud, theft, or criminal activity.
• The interaction is becoming unsafe or disruptive.

Contact Management or Security Immediately When

• The customer makes a threat or threatens self-harm.
• The customer becomes physically aggressive.
• A weapon is seen or mentioned.
• The customer follows, corners, or harasses an employee or another customer.
• The customer damages merchandise or store property.
• You feel unsafe.

Proper Protocol

1. Stay calm and keep a respectful distance.
2. Use short, clear statements.
3. Do not argue, insult, touch, block exits, or physically intervene.
4. Explain available options within your authority.
5. If needed, say: “I want to make sure your concern receives the proper attention. Let me ask my manager to assist us.”
6. If threats or safety risks occur, follow store emergency procedures and request security or emergency support.

Boundary Statement

Use respectful boundaries when behavior becomes inappropriate:

“I want to help resolve this issue, but I need us to speak respectfully.”

“If the threatening language continues, I will need to involve store management or security.”

Activity: Choose the Correct Protocol

For each situation, decide the correct action:

1. Resolve within your authority.
2. Involve a manager.
3. Contact security or follow emergency procedures.

Scenario 1

A customer is upset that a coupon did not apply and asks you to check the offer terms.

Correct action: Resolve within your authority.

Review the offer terms and determine whether another eligible promotion is available.

Scenario 2

A customer demands a refund outside the return period and asks to speak with someone in charge.

Correct action: Involve a manager.

The customer requested management, and the issue may exceed associate authority.

Scenario 3

A customer begins using threatening language and says they will damage store property.

Correct action: Contact management or security immediately.

Threats and potential property damage require immediate assistance.

Scenario 4

A customer says an employee was rude and wants the concern documented.

Correct action: Involve a manager.

Employee-related complaints should be documented and addressed appropriately by management.

Key Reminder

The goal of de-escalation is not to prove who is right. The goal is to reduce tension, understand the concern, offer an appropriate solution, and maintain a safe environment for everyone.