• 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

    Heart Champion

    Nominate a CMSD staff member for the

    Communicate with HEART Champion award

    click this link to complete the online form!

    HEART of Service

    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
    Kimberly EddieWelcome Center Ambassador
    Email  |  Office: 216.838.0429
    Beverly L. Watts Administrative Assistant
    Email  |  Office: 216.838.0279
    Tommiesha Winston, Welcome Center Assistant
    Email |  Office: 216.838.2802 
    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. 

    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 Model
    mile and greet warmly
    ell your name, role and what to expect
    ctive listening and assist
    apport and relationship building
    hank the person 

    Respond with H.E.A.R.T.

    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 be in order. However H.E.A.R.T. should always be communicated in order.