Communicate with H.E.A.R.T.

Outstanding Employee Nomination

Thank you for being part of CMSD's cultural evolution towards improving our Customer Experience!


A key component of the Cleveland Plan is shifting our culture to becoming more service-oriented; improving communication and customer satisfaction. We want to take every opportunity to recognize those Educators taking extra steps to Communicate with HEART in improving the Customer Experience of our visitors and fellow Educators by going above and beyond titles and roles in interacting with our families, community and each other with HEART.


Please fill out this form to acknowledge a colleague you have seen demonstrating HEART (S.T.A.R.T/Respond with H.E.A.R.T) to make a difference in someone's experience with the district. Please do share how this scenario went above and beyond in helping to deliver an exceptional customer experience interaction. S.T.A.R.T. with Heart (Smile and greet warmly, Tell name, role and what to expect, Active listening, Rapport and relationship building, Thank the person) Respond with H.E.A.R.T. (Hear, Empathize, Apologize, Respond, Thank the person)


Thank you for all you do to make a difference!!

If we have any follow-up questions regarding your nomination, we will reach out via the email provided here.

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Please provide a detailed description of the exceptional customer experience you witnessed. Remember we are looking for experiences that go above and beyond while holding true to the tenets of Communicating with HEART!

Please indicate below if your nomination is for:*

Upon selection, you'll receive the applicable follow up questions.

Did they: Smile and greet warmly?*
Did they: Tell their name, role and what to expect?*
Did they: Actively listen and/or assist?*
Did they: Attempt to build Rapport and Relationship?*
Did they: Thank the person?*
Did they: Hear what the customer was saying?*
Did they: Empathize with the customer?*
Did they: Apologize for the situation?*
Did they: Respond to the customer?*
Did they: Thank the person and ask "Is there anything else I can do for you?"*
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