• CMSD Customer Experience Department

    "People will forget what you did or what you said, but they will never forget how you made them feel."
    - Maya Angelou
    		 Communicate with Heart

    Connect with the Customer Experience Team

     
    The Heart Team  

    The Customer Experience office oversees and supports vital service related functions within District, while managing the customer experiences that are important to the culture of the organization.

    Shirrell R. Greene, MA, Director of Customer Experience
    Email  |  Office: 216.838.0028
     
    Kimberly Eddie, Welcome Center Ambassador
    Email  |  Office: 216.838.0429
     
    Beverly L. Watts,  Administrative Assistant
    Email  |  Office: 216.838.0279
     
    Tommiesha Winston, Welcome Center Assistant
    Email |  Office: 216.838.2802 
     
    Ombudsman Office
     
    Ron Kisner, Ombudsman Manager
    Email  |  Office: 216.838.0348
     
    Carmen Colon, Specialist
    Email  |  Office: 216.838.0347

    Our offices are located at 1111 Superior Ave. East, when visiting our offices you will need to come through the Welcome Center. 

     
    Launched on Valentine’s Day 2014, Communicate with H.E.A.R.T training has included all employees in the 1111 Administration Building, more than 30 departments, and 70 or more schools. Cultural change occurs on an educator to educator basis. The goal is to train every educator (employee) in Heart in striving towards consistently delivering an excellent customer experience every day to every customer.

  • S.T.A.R.T. with Heart®

    Upfront Customer Experience Model
    S mile and greet warmly
    T ell your name, role and what to expect
    A ctive listening and assist
    R apport and relationship building
    T hank the person 
     
     

    Respond with H.E.A.R.T.

    Experience Recovery Model
    H ear
    E mphatize
    A pologize
    R espond
    T hank the person

    Note: S.T.A.R.T. does not have be be in order. However H.E.A.R.T. should always be communicated in order. 
     
    Staff: please sign in to see training materials.