• 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

    The Customer Experience Department is responsible for managing the customer experiences that are crucial to the culture of the organization and supporting the essential service-related functions of the District. To provide quality customer service for all stakeholders, the Cleveland Metropolitan School District has designed the COMMUNICATE with H.E.A.R.T. ™ customer service program. Our mission is to exceed expectations and increase satisfaction for every caller or visitor who contacts an employee in a CMSD school or office. To get in touch with the Customer Experience Department, please call 216.838.0279.

     

    The CMSD Welcome Center

    The Welcome Center is open Monday through Friday from 8:00 a.m. to 5:00 p.m. and welcomes customers on a walk-in basis or by appointment. The last appointment is scheduled at 4:30 pm.

    Welcome Center 
    8:00 am – 5:00 pm | 216.838.0429

    If you are unsure which CMSD office to contact, the Customer Care Call Center can assist you, at 216.838.0279. The Call Center functions as the primary contact number for the Cleveland Metropolitan School District.

    Customer Care Call Center
    7:00 am – 5:00 pm | 216.838.0000
    Spanish Speaking | 216.838.0001

    The Customer Experience department manages critical service functions and prioritizes customer satisfaction to uphold the organizational culture.

     
    Ombudsman Office 24 hour message line - 216.838.0090

    Ombudsman Office email 

     

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

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    Communicate with HEART Champion award –

    Click here to nominate a CMSD Staff Member!

     

    HEART of Service

    Connect with the Customer Experience Team

     
    Customer Service 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
     
    Enaida Torres, Welcome Center Ambassador
    Email |  Office: 216.838.0429
     
    Beverly L. Watts,  Administrative Assistant
    Email  |  Office: 216.838.0279
     
    Tommiesha Winston, Engagement Specialist
    Email |  Office: 216.838.2802 
     
     

  • S.T.A.R.T. with Heart®

    Customer Experience Delivery 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.®

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

    Note: S.T.A.R.T. does not have be in order. However H.E.A.R.T. should always be communicated in order.