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["MOOC课程设计表（编制日期：  ）"]
["课程名称：《物流客户服务》",null,"课程负责人：胡以一",null,null,"课程所在学校：安徽商贸职业技术学院"]
["一级结构","二级结构","视频内容",null,null,"非视频内容"]
["（模块）","（小节）","内容","时长","特殊要求","教学资料","随堂测验","课后测验","课堂讨论","作业"]
["欢迎模块","新课开篇","介绍课程内容，学习目标，授课教师个人履历","6’",null,"ppt"]
["项目一：客户关系管理\n","1.1客户关系的基本概念","视频1.1.认识客户关系","10'",null,"ppt"]
[null,"1.2客户关系的建立与维护","视频1.2客户关系的建立与维护","10'","动画","ppt"]
[null,"1.3客户关系管理概述","视频1.3客户关系管理概述","10'",null,"ppt"]
[]
["项目二：物流客户服务认识","2.1、物流客户服务认知","视频2.1物流客户服务认知","10'",null,"ppt"]
[null,"2.2 物流客户的开发","视频2.2物流客户开发","10'",null,"ppt"]
[null,"2.3物流服务的客户价值","视频2.3物流客户价值分析","10'",null,"ppt"]
[null,"2.4 物流客户服务的内容","视频2.4 物流客户服务的内容","10'",null,"ppt"]
["ppt"]
["项目三：物流客户关系维护","3.1物流客户满意度","视频3.1_1 物流客户满意度（上）","10'",null,"ppt"]
[null,null,"视频3.1_2 物流客户满意度（下）","10'",null,"ppt"]
[null,"3.2 物流客户忠诚度","视频3.2 物流客户忠诚度","10'",null,"ppt"]
[null,"3.3物流客户关系管理的意义","视频3.3物流客户关系管理的意义","10'",null,"ppt"]
["ppt"]
["项目四：物流客户投诉管理","4.1客户投诉","视频4.1物流客户投诉认知","10'",null,"ppt"]
[null,"4.2物流客户投诉处理技巧","视频4.2物流客户投诉处理技巧","10'","情景模拟场景拍摄","ppt"]
["项目五：物流客户关系管理技术","5.1物流客户信息管理","视频5.1物流客户信息管理技术","10'",null,"ppt"]
[null,"5.2物流客户数据管理","视频5.2物流客户数据管理技术","10'","动画","ppt"]
[null,"5.3呼叫中心及应用","视频5.3_1呼叫中心的介绍","10'","实训室拍摄","ppt"]
[{"$nulls":4},"ppt"]
[]
[]
[]
["项目六 物流大客户管理"]
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["项目七：物流客户服务实施"]
{"$rows_empty":13}
["项目八：物流客户服务质量管理"]
{"$rows_empty":13}
["项目九：电子商务物流客户服务"]

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