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
The Customer Experience Department supports the vital service-related functions of the District, while managing the customer experiences that are important to the culture of the organization. As part of this effort, the Cleveland Metropolitan School District’s COMMUNICATE with H.E.A.R.T. ™ customer service program was designed to provide quality customer service for all stakeholders. Our mission is to raise expectations and increase satisfaction for every caller or visitor who makes contact with an employee in a CMSD school or office. Contact the Customer Experience Department at Heart@ClevelandMetroSchools.org | 216.838.0279
The CMSD Welcome Center &
Customer Care Call Center
The Customer Experience Department is in the CMSD Welcome Center, at 1111 Superior Ave., and is open Monday through Friday. Assistance and services for Preschool (Pre-K), Project ACT, School Choice and Enrollment and Special Education are also housed at the Welcome Center. Customers are welcome on a walk-in basis or may schedule an appointment. The Welcome Center hours are 8:00 am to 5:00 pm, with the last appointment at 4:30 pm. The Customer Care Call Center functions as the primary contact number for the Cleveland Metropolitan School District. If unsure which CMSD office to contact for your needs, please contact the call center.
8:00 am – 5:00 pm | 216.838.0429
Customer Care Call Center
7:00 am – 5:00 pm | 216.838.0000
Spanish Speaking | 216.838.0001
Communicate with HEART Champion award –
Connect with the Customer Experience 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 ExperienceEmail | Office: 216.838.0028Enaida Torres, Welcome Center AmbassadorEmail | Office: 216.838.0429Beverly L. Watts, Administrative Assistant
Email | Office: 216.838.0279Tommiesha Winston, Engagement SpecialistEmail | Office: 216.838.2802Ombudsman Office 24 hour message line - 216.838.0090
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 ModelS mile and greet warmlyT ell your name, role and what to expectA ctive listening and assistR apport and relationship buildingT hank the person
Respond with H.E.A.R.T.Experience Recovery ModelH earE mpathizeA pologizeR espondT 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.