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近年来,“翻转课堂”作为一种创新型的教学模式风靡全球,为了满足市场对创新型客户服务人才的需求,提升市场营销专业学生的综合能力。同时在夯实学生理论基础的同时,不断提升学生实践能力和分析解决问题的能力。在此背景下,本文探讨了基于“翻转课堂”的理念将《客户服务实务》课程的教学进行重新设计,并以“提升客户服务中的沟通能力”为例,论述了翻转课堂教学模式的实施过程,为以后开展相关教学与研究提出了建议。
In recent years, “Flip Classroom” has swept the world as an innovative teaching mode, and in order to meet the market demand for innovative customer service personnel, enhance the comprehensive ability of marketing students. At the same time to consolidate the theoretical basis of students at the same time, constantly improve the practical ability of students and analyze the ability to solve problems. In this context, this paper discusses the redesign of the teaching of “Customer Service Practice” based on the concept of “Flip Classroom” and takes “Improving communication skills in customer service” as an example, The implementation of teaching mode, put forward suggestions for the future teaching and research.