Research On The Application Of Role-playing Method In Customer Service Of Secondary Vocational E-commerce

With the rapid development of e-commerce,the requirements of society for professional talents are also increasing,and the training of talents in secondary colleges and universities should also constantly adapt to the requirements of the industry.As a core course of e-commerce in secondary school,the quality of teaching of Customer Service affects the quality of talent cultivation,so the research on improving teaching quality is the key to change the dilemma of secondary school education nowadays.As a practical teaching method,the role-playing method can improve students’ practical ability.In this paper,the application of role-playing method in the middle-level "customer service" course is studied,focusing on improving the teaching effect of the middle-level classroom,and some results are achieved.This paper is divided into six parts,as follows.The first part is a definition of the concept of role-playing method and elaborates its characteristics,followed by the theoretical basis of role-playing method and the significance of its implementation.The second part is an analysis of the current situation of the application of the role-playing method in the middle-level "customer service" course.Through the analysis of students’ questionnaires and teachers’ interviews,it is concluded that the frequency of use in the classroom is not high,students are not familiar enough with the teaching method,insufficient preparation for the preliminary work,classroom discipline is chaotic,and the selection of teaching content is inappropriate.The third part is the teaching design for the correct application of the role-playing method in the middle-level "customer service" course based on the above problems,firstly introducing the principles that the teaching design should follow,and then elaborating the specific contents and steps of the teaching design.The fourth part is the practical application of the role-playing method in Customer Service,and the experimental control method is used to verify the teaching effect.The fifth part is the analysis and suggestions of teaching effectiveness,through classroom observation,student quizzes,and student interviews to obtain more comprehensive and objective conclusions,and finally,based on the problems of the previous classroom teaching,we propose targeted suggestions.The last part is the conclusion,which mainly includes the achieved teaching results and the existing problems and suggestions,and finally puts forward personal shortcomings and outlook.The results of the study show that the role-playing method can build a student-oriented classroom,effectively improve the teaching quality of the classroom,stimulate students’ interest in learning,and improve students’ practical ability and cooperation ability among groups.It also has a positive effect on enlivening the classroom atmosphere and building a good teacher-student relationship.