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
Nominate a CMSD staff member for the
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: 216.838.0028Kimberly Eddie, Welcome Center AmbassadorEmail | Office: 216.838.0429Beverly L. Watts, Administrative Assistant
Email | Office: 216.838.0279Tommiesha Winston, Welcome Center AssistantEmail | 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 be in order. However H.E.A.R.T. should always be communicated in order.