Customer Experience
Page Navigation
- Customer Experience Department
- Ombudsman Office
- H.E.A.R.T. Protocols
- Customer Experience Newsletter
- Customer Experience Team Engages Scholars
- HEART Champions 2023-2024
- HEART Champions 2022
- HEART Award Winner 2021
- HEART Award Winners 2020
- HEART Award Winners 2019
- HEART Award Winners 2018
- HEART Award Winners 2017
- HEART Award Winners 2016
- HEART Award Winners 2015
- Customer Satisfaction Survey
- CMSD Goes Red 2024
- Cleveland Metropolitan School District
- H.E.A.R.T. Protocols
-
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
- H ear
- E mpathize
- A pologize
- R espond
- T hank