高职客户服务与管理课程教学改革实践与研究

Research on teaching reform and practice of higher vocational education course Customer Service and Management

高职客户服务与管理课程内容理论性强,教学设计难度较大,需要通过体验和实践来提升学生对客服技能要点的掌握。在分析客户服务与管理课程教学现状的基础上,探索使用多种教学方法激活课堂、线上线下结合创新翻转课堂教学模式、引入技能实训项目加强实践技能培养的实践和研究,取得了较好的教学效果。

The higher vocational course Customer Service and Management has the characteristic of deep theory and it is difficult to make teaching design. It is necessary to help students master the knowledge of customer service technical ability by learning through practice. Based on the current status analysis of the course, this paper explores multiple teaching methods to activate the classroom atmosphere. It suggests an innovative solution which is online and offline teaching combined with flipped classroom. On the other hand,the research lead in the project of technical ability practical training. It has promoted the depth of the research and practice in practical technical ability training, which achieved a considerable effect in classroom teaching.