客户管理服务中心手册中英文对照版模板.doc

轻松由我
My Easy Way
神州行
Shenzhouxing
用户服务手册
User Manual

一、企业介绍 5
I Introduction to Guangdong Mobile Communications Co., Ltd. 5
（一）企业介绍 6
(I) Company profile 6
（二）我们品牌——神州行 6
(II) Our key product--- Shenzhouxing Card 6
（三）网络介绍 7
(III) Introduction to our network 7
1、 网络概况 7
1. Introduction to our network 7
2、 未来展望 7
2. Future development 7
二、服务篇 8
II Services 8
（一）服务方法 9
(I) Service mode 9
（二）服务渠道 9
(II) Service channels 9
1、沟通100服务厅 9
1. Communication 100 service hall 9
2、1860/1861用户服务热线 9
2. Customer service hotline [phone]
3、服务热线 9
3. Service hotline 9
4、自助销售终端 9
4. Self-service sales terminals 9
5、分销网点 9
5. Distribution network 9
6、广东移动通信企业有限责任公共网址 10
6. Website of Guangdong Mobile Communications Co., Ltd. 10
7、短信渠道 10
7. Short message channels 10
8、二十四小时自助服务厅： 10
8. 24-hour self-service hall: 10
（三）服务受理 10
(III) Service contents 10
1、购卡 10
1. Card purchasing 10
2、激活 11
2. Activation 11
3、欠费停机\重开机，挂失\解挂失 12
3. Service interruption for owning fee/reactivation; loss reporting/reactivation after loss reporting 12
4、补换卡 12
4. Card renewal and change 12
5、密码设置 13
5. Password setting 13
6、解PUK 13
6. PUK unblocking 13
7、解除黑名单 14
7. Blacklist rescission 14
8、缴费 14
8. Fee payment 14
9、短信通知服务 15
9. Short message noticing service 15
三、业务篇 16
III Businesses 16
（一）基础通信 17
(I) Basic businesses 17
1、来电显示 17
1. Caller ID display 17
2、短信业务 17
2. Short messages 17
（二）个性通信 18
(II) Personalized businesses 18
1、呼叫限制 18
1. Call Restriction 18
2、彩铃业务 19
2. CRBT service 19
3、17951IP业务 20
3. 17951 IP service 20
4、神州行香港、澳门、台湾漫游 21
4. Shenzhouxing roaming service in Hong Kong, Macao and Taiwan 21
（三）应用通信 23
(III) Applicable businesses 23
1、天气预报 23
1. Weather forecast service 23
2、手机邮箱 24
2. Mobile phone mailbox 24
3、广播新干线 25
3. Broadcasting new highway 25
（四）移动梦网 26
(V) Monternet 26
1、什么是移动梦网？ 26
1. What is Monternet? 26
2、怎样取消移动梦网？ 26
2. How to cancel Monternet? 26
四、资费介绍篇 28
IV Rates 28
（一）、基础资费 29
(I) Basic rates 29
（二）12593优惠干线 30
(II) 12593 Preferential Line 30
1、怎样使用12593优惠干线？ 30
1. How to use 12593 preferential line? 30
2、12593优惠干线资费标准怎样？ 30
2. What’s the rate for 12593 preferential line? 30
（三）亲情号码 31
(III) Familiarity Number 31
1、什么是神州行亲情号码业务？ 31
1. What is Shenzhouxing Familiarity Number Service? 31
2、怎样设置亲情号码？ 31
2. How to set you familiarity numbers? 31
3、亲情号码资费怎样？ 32
3. What’s the rate of familiarity number ? 32
（四）17951 IP电话 32
(IV) 17951 IP call rates 32
（五）神州行香港、澳门、台湾漫游资费 3233
(V) Shenzhouxing roaming rate in Hong Kong, Macao and Taiwan 33
（六）新业务功效费 35
(VI) Function fee of new businesses 35
（七）神州行省钱小窍门 36
(VII)Sweet tips for Shenzhouxing users 36
五、话费查询/充值篇 37
V Rate Inquiry/ Recharge 37
（一）余额查询 38
(I) Balance inquiry 38
（二）中国充值 38
(II) Domestic recharge 38
（三）香港充值 38
(III) Recharge in Hong Kong 38
（四）境外客服热线 38
(IV) Foreign customer service hotline 38

神州行用户服务手册
User Manual for Shenzhouxing Card
企业介绍
Introduction to Guangdong Mobile Communications Co., Ltd.

（一）企业介绍
(1) Company profile
广东移动通信作为全国最早开通移动电话系统移动通信运行企业之一，企业一直秉持“沟通从心开始”服务理念，致力为广大用户提供优质、方便和个性化移动信息服务。网络覆盖全省99%以上人口，中国漫游无盲区，截至12月底,中国移动和216个国家和地域285个运行企业开通了GSM国际漫游业务，并和135个国家和地域126个运行商开通了GPRS国际漫游。
Guangdong Mobile Communications Co. Ltd. is one of the first operators to provide mobile telephone services in China. We have always adhered to the service principle of “Communicating from the heart”, and have been dedicated to providing personalized services with high quality and convenience. Our network covers over 99% of the province and with this network, our users can also roam to any part of China. By the end of December , we have cooperated with 285 operators in 216 countries and regions to provide GSM international roaming service, and with 126 operators in 135 countries and regions to provide GPRS international roaming service.
企业坚持服务和业务领先战略，亲密跟踪世界优异技术、引领移动电子商务发展时尚，在构建移动互联网、发展移动电子商务、开展信息应用服务道路上一直走在市场前列。300多项新业务和新服务，让广大用户充足体验到移动信息服务给生活、学习和商务带来方便和快捷。
We have always insisted on leading services and business strategies and closely followed the most cutting-edge technological trends in the world, thus leading the development of mobile e-commerce. With more than 300 new services and businesses, our users can fully enjoy the convenience provided by our mobile information services for their life, studies and businesses.
我们一直谨记：用户是企业生命所在。我们为用户提供服务而存在，我们将秉承精益求精专业精神，用心为用户发明价值，为提升人民生活和工作品质而不懈进取！
We have always upheld the principle that customers are the key to our success. With the professional spirit of constantly improving our services, we will devote ourselves to providing the best services and creating high values for our customers and thus to constantly improving their living and working quality.

（二）我们品牌——神州行
(II) Our key product--- Shenzhouxing Card
轻松由我，神州行！
My Easy Way, Shenzhouxing!
神州行品牌是为您提供GSM数字移动电话可充值储值卡，采取预付费可充值方法进行实时计费，是一个预付话费品牌。您不需要入网费、月租费，、只需购置神州行号码卡（SIM卡），就可取得一个固定移动电话号码，在经过购置手机充值卡，并将卡上面额充注动到手机号码帐户上，即能够享用和一般全球通用户一样网络覆盖和童话服务。现在神州行可在全国大陆和香港、澳门、台湾（神州行大众卡除外）范围内实现自动漫游。
Shenzhouxing Card is a rechargeable prepaid card for GSM digital mobile phones. Call fees are charged in real-time with the amount in this rechargeable prepaid card. It is a brand for prepaid calling cards. You can get a fixed mobile phone number without any network entrance fee or monthly rent by only purchasing a Shenzhouxing card (SIM card). After you get a SIM card, you can buy a mobile phone rechargeable card, and charge the value in the rechargeable card to your mobile phone number’s account. With the SIM card and the recharged value, you can enjoy the same network and communication service with common Global Tone users. At present, Shenzhouxing users (excluding Shenzhouxing public card users and former Shenzhou public card users) can enjoy automatic roaming service in the whole Chinese mainland , Hong Kong and Macao. Now Shenzhouxing public card users and former Shenzhou public card users cannot enjoy automatic roaming service in Hong Kong, Macao and Taiwan.

（三）网络介绍
(III) Introduction to our network
1、 网络概况
1. Introduction to our network
中国移动数字移动电话网采取世界流行GSM（Global System for Mobile Communication）蜂窝式网络标准，含有保密性强、通话质量高、新业务功效多、漫游方便等特点。
The digital mobile telephone network of China Mobile adopts the beehive network standard of GSM (Global System for Mobile Communications), which is popular in the world now. It features good security, high speech quality, multiple services and functions, and convenient roaming.
经过十余年网络建设，我企业已建成一个覆盖范围广、通信质量高、业务种类繁多、服务水平一流综合通信网络，近几年网络质量一直居全国前列，网络覆盖靠近100%。
Through over 10 years’ hard work in network construction, we have built up a comprehensive communication network featured with broad coverage area, high communication quality, various business types, and top-ranking service level. Our network quality has always been ranked in the forefront all over the country, the network coverage rate being nearly 100%.
2、未来展望
2. Future development
中国移动通信行业在现代发展中急速腾飞，展示了巨大潜力。到现在为止，中国移动电话总用户数已超越美国。其中，中国移动移动集团就拥有近32亿用户。
The Mobile Communications industry in China is developing rapidly, and has shown its huge potential. To date, the number of mobile phone subscribers in China has exceeded that in the USA. And China Mobile Communications Group has about 200,000,000 users in China.
我们将以真诚服务和您携手，共同踏入比梦想更绚烂未来移动通信时代！
We will be always providing sincere services for our users, and cooperating with them for a prosperous Mobile Communications era in the future.

神州行用户服务手册
User Manual for Shenzhouxing Card
服务篇
Services

（一）服务方法
(I) Service mode
神州行关键采取自助方法办理业务。服务密码就是您办理业务凭证，请切记您密码，它将使您在办理业务时愈加轻松方便。温馨提醒：密码设定不要过于简单，以免被盗用。
The businesses of Shenzhouxing Card are mainly managed through self-service. You can manage your businesses with your service password, so please remember this password well, with which you will be able to manage your businesses more easily and conveniently. Sweet tips: This service password should not be too simple, in case that it would be embezzled.

（二）服务渠道
(II) Service channels
1、沟通100服务厅
1. Communication 100 service hall
有“沟通100”标志中国移动服务厅，提供全方位、个性化、百分百满意服务；
Every China Mobile service hall with a symbol of “Communication 100” provides all-round, personalized and satisfactory services for each user.
2、1860/1861用户服务热线
2. Customer service hotline [phone]
用户服务人工/自动热线，用于人工受理用户投诉及建设，或用户自助办理业务。当地中国移动手机拨打10086无偿，在异地使用中国移动手机拨打0086免收当地通话费或漫游费（假如在异地拨打10086，将会接入当地客服热线，而非广州热线），长途费用按实收取，使用非中国移动手机拨打，按实收取当地通话费、漫游费或长途费用；神州行用户通常能够在当地经过10086办理业务，均能够在异地使用0086办理。
This manual /automatic customer service hotline is used to handle the complaints and suggestions from our users. Users can also manage their businesses themselves through this hotline. If you are a user of China Mobile Guangzhou, you can dial 10086 with your mobile phone in the metropolis free of charge. If you are not in Guangzhou, you can dial 0086 with your mobile phone and the call is free of local call fee and roaming fee (but if you just dial 10086, you will be put through to the local service hotline and not Guangzhou's), with the toll call fee to be charged accordingly. For calls made with a non-China Mobile card, the local call fee, roaming fee and toll call fee, if any, will be charged accordingly. Shenzhouxing users can dial 0086 in other parts of China for services as the same as those provided by 10086 in Guangzhou.
3、服务热线
3. Service hotline
神州行用户可经过本机在本国范围之内无偿拨打，查询和办理业务。
Users of Shenzhouxing Card can inquire and manage their services through dialing with their mobile phones.
4、自助销售终端
4. Self-service sales terminals
您可在我企业沟通100服务厅自助售卡机购置手机充值卡。
You can buy a rechargeable card from the self-service card distribution machines in any Communication 100 service hall of our company.
5、分销网点
5. Distribution network
社会代理受理移动业务及卡类销售网点；分销网点全部有“广州移动授权销售点”字样，敬请留心！
It refers to China Mobile service agents and card distribution networks. Those agents and networks are all symbolized with the characters of “Authorized distribution point of Guangzhou Mobile”.
6、广东移动通信企业有限责任公共网址
6. Website of Guangdong Mobile Communications Co., Ltd.
,全省统一网上移动业务咨询、查询和受理平台。
This is the unified online platform of Guangdong Mobile for consultation, inquiries and service handling.
7、短信渠道
7. Short message channels
神州行用户可用本机无偿发送短信到短信端口办理相关业务。
Users of Shenzhouxing Card can send free short messages to the 1861 SMS port with their own mobile phones to manage related businesses of their cards.
8、二十四小时自助服务厅：
8. 24-hour self-service hall:
您可自助在服务厅终端机上完成移动业务查询和业务办理。现在开通服务厅：
You can inquire and manage your mobile services on the self-service terminal machines in the service halls. The self-service halls available now are listed below:
（1） 天河南二路二十四小时沟通100自助服务厅：天河南二路26号之一
24-hour self-service hall on 2nd Tianhe South Road: No.26-1, 2nd Tianhe South Road
（2） 龙口西二十四小时沟通100自助服务厅：天河龙口西路210号13号铺
24-hour self-service hall on Longkou West Road: No.210-13, Longkou West Road, Tianhe District
（3） 中山三路二十四小时沟通100自助服务厅：中山三路10号之一首层
24-hour self-service hall on rd Road: 1F, No.10-1, rd Road
（4） 中山一路二十四小时沟通100自助服务厅：中山一路48号吉林大酒店首层
24-hour self-service hall on ZhongShan 1st Road: 1F, Jilin Hotel, No.48, ZhongShan 1st Road
（5） 天寿路二十四小时沟通100自助服务厅：天寿路8号首层101铺
24-hour self-service hall on Tianshou Road: No.101 Stand, 1F, No.8, Tianshou Road
（6） 华景新城二十四小时沟通100自助服务厅：华景路62—68号首层中庭
24-hour self-service hall in Huajing New City: Atrium, 1F, No.6268, Huajing Road

（三）服务受理
(III) Service contents
1、购卡
1. Card purchasing
您可到我企业沟通100服务厅、分销网点购置到神州行套卡，只收取购置套卡费用，不收取手续费用。
You can purchase a Shenzhouxing Card set at our Communication 100 Service Hall or a distribution point at the cost price free of commission.

温馨提醒：
Sweet tips:
（1） 您在买卡后，请在套卡标明最晚首次激活日期内进行激活使用，最晚一次拨打激活充值电话时间在使用套封上 已注明，超出该时间还没有拨打激活号码，该储值卡将不能再使用。
After purchasing your card set, please activate it before the latest initial activation date as indicated. The deadline for the latest charging activation call is already indicated on the envelope of the card set. If you fail to dial the activation number within the above time, the prepaid card will become invalid.
（2） 其中沟通100服务厅套卡号码实施公开化、透明化销售，您可自主选购自已喜爱号码。
Card sets are sold at the Communication 100 Service Hall with numbers available for open and public selection, so please feel free to choose your favorite number.
（3） 所购套卡价格及内含预充值金额，请在购卡时具体问询售卡人员。
Please inquire the salesperson about the price and the credit of your card set.
2、激活
2. Activation
您购置神州行套卡后，经过设置密码后激活开通，成为我企业用户。
After purchasing your Shenzhouxing Card set, you can enjoy our privileged services by dialing to activate the card and set a password.
l 办理手续：在您拨打用户服务热线成功激活后二十四小时内系统给予开通。
Handling formalities: The service will be available within 24 hours after you dial the customer service hotline and successfully activate your card.
l 收费标准：该项服务不收手续费。
Charging standard: No commission fee is charged for this service.
l 神州行使用期和保留期、冷冻期说明：
Validity period, reservation period and frozen period of Shenzhouxing Card:
（1）使用期：神州行使用期从激活后开始，能够经过充值累加并延长使用期，累加后使用期最长不能够超出两年，累加充值金额最多不能超出5000元，不过请放心，只要不停充值，神州行储值卡就能够不停使用。您也能够随时拨打查询使用期。不一样面值充值卡会有不一样使用期。
Validity period: The validity period of Shenzhouxing Card starts from its activation and can be extended by recharging. In case of extension, the validity period shall be no longer than two years and the accumulated recharging amount shall be no more than 5,000 yuan. However, as long as it is recharged from time to time, the Shenzhouxing prepaid card can be maintained valid. You can also inquire about its validity period by dialing at any time. Different prepaid cards have different validity periods.
（2）保留期：储值卡使用期过了以后，还有一段时间可经过充值使储值卡又能够打电话，这段时间就称为保留期。假如您帐户上资金用完，也会进入保留期。保留期限为90天，在保留期内您将不能拨打和接听电话，卡上余额将被封存。假如您立即充值，您将取得新使用期，同时您原有封存金额还可累加到新充值金额中。假如90天内您没有充值，将不能再进行充值，被视为放弃号码并封存金额。
Reservation period: After your prepaid card expires, there is still a period in which it can be used again by recharging, and this period is known as the reservation period. If you do not have enough funds in your account to fully pay the charge, the reservation period will begin automatically. The reservation period is limited to 90 days, in which you can neither make nor receive calls and the balance in shall be stored. If you recharge timely, you will gain a new validity period and the original amount shall be accumulated into new recharged amount. If you do not recharge within 90 days, you can no longer recharge, which means giving up the number and restoring the amount.
（3）冷冻期：储值卡过了保留期以后，进入了冷冻期，此卡无发法再使用。
Frozen period: After the reservation period expires, the prepaid card will enter the frozen period, when this card is no longer valid.
3、欠费停机\重开机，挂失\解挂失
3. Service interruption for owning fee/reactivation; loss reporting/reactivation after loss reporting
停机分为欠费停机、申请停机两种情况，欠费停机指系统自动扫描，发觉用户目前余额不足时即做停机处理，申请停机 及挂失，是用户因为个人原因要求暂停手机号码使用。重开机对应于欠费停机，用户缴清欠费以后，系统自动重开机。 解挂失对应于挂失，是用户提议解除申请停机（挂失）业务。
There are two reasons for