Using the Right Support Channel

Activity: Hierarchy Map

Goal: Identify where to route common Macy’s workplace, customer, and recognition questions so the right person can respond quickly and appropriately.

Support Channel Hierarchy

1. Self-Service Resources

   Use available policy guides, system instructions, and approved job aids first when the issue is routine and does not involve safety, eligibility, or approval concerns.

2. Direct Supervisor or Manager

   Contact a manager when a decision exceeds your authority, a customer requests management, approval is required, or guidance is needed.

3. Human Resources Support

   Use HR support for employee eligibility, onboarding questions, colleague concerns, recognition program guidance, or issues involving respectful workplace expectations.

4. Program or System Reviewer

   Use authorized reviewers for submitted STAR Awards nominations, approval status questions, missing nomination details, or award category concerns.

5. Security or Emergency Support

   Escalate immediately if there is a threat, physical aggression, weapon, harassment, property damage, suspected criminal activity, or anyone feels unsafe.

Map the Situation to the Right Channel

• Incomplete STAR Award nomination: Return for correction through the STAR Awards system with clear instructions.
• STAR Award eligibility question: Contact HR support or the authorized award reviewer.
• Customer refund dispute beyond your authority: Notify a manager.
• Customer uses threatening language: Contact management or security immediately.
• Routine customer question within policy: Resolve directly using approved options.
• Employee onboarding or workplace support question: Route to HR support.

Activity Instructions

1. Review each scenario provided by your facilitator.
2. Choose the first appropriate support channel.
3. Identify whether escalation is required.
4. Explain your decision using the hierarchy map.

Key Takeaway

Use the lowest appropriate support channel first, but escalate immediately when safety, authority limits, missing approvals, or employee eligibility concerns are involved.