Issue 108

CMSD Customer Service Initiative

Communicate with Heart
People will forget what you did or what you said, but they
will never forget how you made them feel.
Maya Angelou
Search this site for tips, testimonials, anecdotes and updates from Communicate with H.E.A.R.T, the proven customer service model being taught across the Cleveland Metropolitan School District. Adopted from the Cleveland Clinic, Communicate with H.E.A.R.T is aligned with The Cleveland Plan goal of delivering a measured customer satisfaction program for families and employees. Communicate with Heart breaks down into two essential components: S.T.A.R.T. with Heart (Smile, Tell your name and role, Rapport and relationship building, and Thank) and Respond with H.E.A.R.T (Hear, Empathize, Apologize, Respond, and Thank). S.T.A.R.T. is the upfront customer engagement strategy, and Respond is utilized if and when a service correction is required. As CEO Eric Gordon says, Communicate with H.E.A.R.T gives the District “a language to have a shared way of behaving.”
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 excellent customer service every day to every customer.

S.T.A.R.T. with Heart®

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

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

H ear
E mphatize
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. 
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