The "Customer Service and Management" course is designed in accordance with the national teaching standards system, provincial professional teaching guidelines, institutional talent cultivation programs, and the demands of the new era and emerging technologies. It covers the latest research achievements in domestic and international customer relationship management theory and practice, introduces concepts and technologies related to e-commerce customer service and management, and focuses on strategies for e-commerce customer service and management, including how to establish, maintain, and recover customer relationships.
The instructional activities of this course are structured into seven projects, organized by project units, with Typical Work Tasks as the foundation, core job skills as the focus, and supplemented by relevant professional theoretical knowledge. This approach aims to cultivate students' comprehensive vocational abilities to meet their employment and development needs. The course is recommended to be 32 class hours in duration. Through this course, students will not only master the fundamental concepts of customer service but also learn methods for analyzing customer needs, develop effective customer communication skills, acquire strategies and techniques for customer relationship management, and study essential topics such as handling customer complaints. This course is tailored for the manufacturing industry, fostering comprehensive development in morality, intellect, physical fitness, and aesthetics, while cultivating excellent professional qualities and an innovative spirit. It imparts fundamental technical knowledge and familiarizes students with relevant national standards. Develop a solid "people-oriented" customer service philosophy, master the core aspects of customer service work, and competently perform various customer service-related duties.
