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The MooU Curriculum

1. Understanding the WOW COW Experience

   Start off the series by learning about foundation of the program, The WOW COW philosophy, which is described with compelling examples and interviews with college and university service providers. COW stands for “Changing Our World one student at a time.” This is not a retail type of customer service. It is uniquely designed for educational institutions and the students you serve. Yes, we want to WOW students, but in the context of their personal learning experience, which means seizing teachable moments.

2. Delivering Udderly Ridiculous Service

   Too often in higher education we serve others in traditional, sometimes archaic ways. This course is designed to take off the blinders and examine ways to exceed expectations. In the service hierarchy, meeting expectations is essential to retaining and satisfying students. Meeting their desires will yield student and institutional success, and anticipating their needs will result in institutional loyalty. Concrete examples for providing ridiculous levels of service are provided.

3. Eliminating the Herd Mentality

   Students want to be treated as individuals yet many of our systems and processes make them feel like a number. In this lesson, we explore how to deconstruct and reengineer student services, so that every individual feels valued and recognized for their uniqueness. Participants will engage in an online game show designed to reveal the needs and expectations of today’s students as well as the elements of this lesson.

4. Creating Intuitive Cow Paths

   Student runaround is one of the most common service problems on college and university campuses. Students can be bounced from office to office, aimlessly search your website for information, or have their calls transferred endlessly—all of which produce a frustrating service experience. In this lesson, we study methods for reducing or eliminating runaround such as streamlined processes, intuitive information architecture, wayfinding, one-stop services, and much more.

5. Beefing Up Student Communications

   In today’s world, we have access to more communication mediums than ever before, yet it has become increasingly difficult to reach students with important information. Penetrating their psyche and “mooving” them to action requires a multi-channel approach to communications, the use of effective communication techniques, and an intentional plan. This lesson focuses on all three.

6. MOOtivating Employees

   It is impossible to deliver WOW service without motivated employees. Your service providers represent your institution’s capacity to deliver a WOW experience. They must be recognized and valued for their contributions to your organization in order to sustain the passion and commitment required to consistently deliver WOW service. Learn how to be self-motivated and how to motivate others.

7. Curing Mad Cows

   If you have ever been a service provider, you have dealt with a difficult customer or two. In an education environment, you often have to tell a student "no" or hold them responsible for their actions or inactions. Therefore, your solutions for dealing with difficult people are not necessarily as simple as fixing a problem or assuming the student is always right. Through this lesson, we will explore multiple Mad Cow scenarios and examine alternative responses to each situation. The learning objective is for you to develop situational analysis skills that can be applied to any Mad Cow circumstance you encounter.

8. Preventing Hoof-in-Mouth

   Higher education institutions have a tendency to operate in silos or as a loosely federated organization. Students, however, don’t view institutions as separate, discreet entities. To them, you are all one college or university. They expect everyone to be on the same page together. They expect to ask the same question in three different offices and receive the same answer. Such consistency is only possible through sound organizational communication practices and knowledge-sharing. This lesson examines how to break through calcified silos and effectively share information across the campus.

9. Becoming a MOOver and Shaker by Anticipating Student Needs

   So much time and effort in higher education is devoted to service recovery –addressing problems once they occur – that there is far too little focus on anticipating student needs. Techniques for shifting from recovery to prevention and reactive to proactive service will be shared.

10. Milking Relationships for All They’re Worth

    Colleges and universities are in the business of educating students. Perhaps, less evident is that schools also are in the relationship business. The relationship continuum between students and their educational provider begins with the first contact they have with a school as prospective students and continues throughout their lives as alumni. How your institution manages those relationships throughout the student lifecycle impacts their satisfaction, retention, graduation, and loyalty to the institution. We will learn how to create and cultivate meaningful relationships with students.

11. Pasteurizing Systems, Processes, and Policies

    W. Edwards Deming, a noted Total Quality Management guru, once said that in a battle between good people and bad systems, the good people always lose. His point, and the focus of this lesson, is that even the most service-oriented employees cannot deliver quality service without reliable systems, streamlined processes, and sound, learner-centered policies. We will look at how to ensure the necessary elements are in place to create conditions where WOW service can occur.

12. Serving Internal Customers Bovinely

    Silo-based services never work. In fact, the problems that most students experience on college campuses exist between offices and are not confined to a single individual or administrative unit. To prevent or resolve these issues, systems-thinking is required. Each service provider and each office is both a customer and a supplier for others within the institution. Unless each part of the system is working in harmony, students will likely have a negative service experience. In this course, we will examine how to integrate services, improve interoffice communications, coordinate service delivery, and treat others as internal customers.

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