本文针对《客户服务与管理》课程教学存在的理论教学体系混乱、实践教学方法落后等诸多问题,结合社会实际要求,提出了“教-学-做”一体的教学模式。在调研的基础上,按照工作过程系统化的原则对课程教学内容体系进行了重构,这对于提高《客户服务与管理》课程的教学水平、拓宽该课程的教学思路、提高学习者的实践能力具有重要意义。 In this paper, aiming at the problems of chaos of theory teaching system, backwardness of practical teaching methods and so on in the teaching of Customer Service and Management, this paper puts forward a teaching mode of “teaching - learning - doing”. On the basis of investigation and research, the system of teaching content is reconstructed in accordance with the systematization principle of the work process, which is of great significance to improving the teaching level of “Customer Service and Management”, broadening the teaching ideas of the course and improving the practical ability of learners It is of great significance.