H.E.A.R.T. Protocols for Voicemail, Email & Personal Contact
Communicate with H.E.A.R.T.
MISSION:
The Cleveland Metropolitan School District’s COMMUNICATE with H.E.A.R.T. ™ customer service program is designed to provide quality customer service for all stakeholders in the Cleveland Metropolitan School District. 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.
GREETING CALLERS & VISITORS:
START with H.E.A.R.T.™
- S mile and greet warmly
- T ell your name, role and what to expect
- A actively listen and assist
- R apport –build a relationship
- T hank the caller
RESPOND with H.E.A.R.T.™
- H ear
- E mpathize
- A pologize
- R espond
- T hank
