Customer Experience
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"People will forget what you did or what you said, but they will never forget how you made them feel."
- Maya Angelou
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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
Our offices are located at 1111 Superior Ave. East, when visiting our offices you will need to come through the Welcome Center.
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 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
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
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
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.