客户管理服务中心手册(中英文对照版)(共49页).doc

1、轻松由我My Easy Way 神州行Shenzhouxing 客户服务手册User Manual一、公司介绍5I Introduction to Guangdong Mobile Communications Co., Ltd.5（一）公司介绍6(I)Company profile6（二）我们的品牌神州行6(II)Our key product- Shenzhouxing Card6（三）网络介绍7(III)Introduction to our network71、网络概况71.Introduction to our network72、未来展望72.Future development7

2、二、服务篇8II Services8（一）服务方式9(I)Service mode9（二）服务渠道9(II)Service channels91、沟通100服务厅91.Communication 100 service hall92、1860/1861客户服务热线92.Customer service hotline 1860/186193务热线93.Service hotline 1380013800094、自助销售终端94.Self-service sales terminals95、分销网点95.Distribution network96、广东移动通信公司有限

3、责任公共网址106.Website of Guangdong Mobile Communications Co., Ltd.107、短信渠道107.Short message channels108、24小时自助服务厅：108.24-hour self-service hall:10（三）服务受理10(III)Service contents101、购卡101.Card purchasing102、激活112.Activation113、欠费停机重开机，挂失解挂失123.Service interruption for owning fee/reactivation; loss reporti

4、ng/reactivation after loss reporting124、补换卡124. Card renewal and change125、密码设置135.Password setting136、解PUK136.PUK unblocking137、解除黑名单147.Blacklist rescission148、缴费148.Fee payment149、短信通知服务159.Short message noticing service15三、业务篇16III Businesses16（一）基本通信17(I)Basic businesses171、来电显示171.Caller ID di

5、splay172、短信业务172.Short messages17（二）个性通信18(II)Personalized businesses181、呼叫限制181.Call Restriction182、彩铃业务192.CRBT service193、17951IP业务203.17951 IP service204、神州行香港、澳门、台湾漫游214.Shenzhouxing roaming service in Hong Kong, Macao and Taiwan21（三）应用通信23(III)Applicable businesses231、天气预报231.Weather forecast

6、service232、手机邮箱242.Mobile phone mailbox243、广播新干线253.Broadcasting new highway25（四）移动梦网26(V)Monternet261、什么是移动梦网？261.What is Monternet?262、如何取消移动梦网？262.How to cancel Monternet?26四、资费介绍篇28IV Rates28（一）、基本资费29(I)Basic rates29（二）12593优惠干线30(II)12593 Preferential Line301、如何使用12593优惠干线？301.How to use 12593

7、 preferential line?302、12593优惠干线的资费标准如何？302.Whats the rate for 12593 preferential line?30（三）亲情号码31(III)Familiarity Number311、什么是神州行亲情号码业务？311.What is Shenzhouxing Familiarity Number Service?312、如何设置亲情号码？312.How to set you familiarity numbers?313、亲情号码的资费如何？323.Whats the rate of familiarity number ?32

8、（四）17951 IP电话32(IV)17951 IP call rates32（五）神州行香港、澳门、台湾漫游资费3233(V)Shenzhouxing roaming rate in Hong Kong, Macao and Taiwan33（六）新业务功能费35(VI)Function fee of new businesses35（七）神州行省钱小窍门36(VII)Sweet tips for Shenzhouxing users36五、话费查询/充值篇37V Rate Inquiry/ Recharge37（一）余额查询38(I)Balance inquiry38（二）国内充值38(

9、II)Domestic recharge38（三）香港充值38(III)Recharge in Hong Kong38（四）境外客服热线38(IV)Foreign customer service hotline38神州行客户服务手册User Manual for Shenzhouxing Card公司介绍Introduction to Guangdong Mobile Communications Co., Ltd.（一）公司介绍(1)Company profile广东移动通信有限公司作为全国最早开通移动电话系统的移动通信运营公司之一，公司一直秉持“沟通从心开始”的服务理念，致力为广大客户提

10、供优质、方便和个性化的移动信息服务。网络覆盖全省99%以上的人口，国内漫游无盲区，截至2006年12月底,中国移动与216个国家和地区的285个运营公司开通了GSM国际漫游业务，并与135个国家和地区的126个运营商开通了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 “Communicat

11、ing 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 2006, we have cooperated with 285 operators in 21

12、6 countries and regions to provide GSM international roaming service, and with 126 operators in 135 countries and regions to provide GPRS international roaming service.公司坚持服务与业务领先战略，密切跟踪世界先进技术、引领移动电子商务发展潮流，在构建移动互联网、发展移动电子商务、开展信息应用服务的道路上始终走在市场前列。300多项新业务与新服务，让广大客户充分体验到移动信息服务给生活、学习和商务带来的方便和快捷。We have

13、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 mobil

14、e information services for their life, studies and businesses.我们一直谨记：客户是企业生命所在。我们为客户提供服务而存在，我们将秉承精益求精的专业精神，用心为客户创造价值，为提升人民生活与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 ours

15、elves to providing the best services and creating high values for our customers and thus to constantly improving their living and working quality.（二）我们的品牌神州行(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数字移动电话的可充值储值卡，采用预付费可充值方式进行实时计费，是一个预付话费的品牌。您不需要入网费、月租费，、只需

16、购买神州行号码卡（SIM卡），就可获得一个固定的移动电话号码，在通过购买手机充值卡，并将卡上的面额充注动到手机号码帐户上，即可以享用与普通全球通客户一样的网络覆盖和童话服务。目前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

17、 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

18、mobile phone numbers 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

19、 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 network1、网络概况1.Introduction to our network中国移动数字移动电话网采用世界流行的GS

20、M（Global System for Mobile Communication）蜂窝式网络标准，具有保密性强、通话质量高、新业务功能多、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, m

21、ultiple services and functions, and convenient roaming.经过十余年的网络建设，我公司已建成一个覆盖范围广、通信质量高、业务种类繁多、服务水平一流的综合通信网络，近几年的网络质量一直居全国前列，网络覆盖接近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

22、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我国的移动通信行业在现代发展中急速腾飞，展示了巨大的潜力。到目前为止，我国的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32亿的客户。The Mobile

23、 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.我们将以真诚的服务与您携手，共同踏入比梦想更绚烂的未来移动通信时代！We will be al

24、ways providing sincere services for our users, and cooperating with them for a prosperous Mobile Communications era in the future.神州行客户服务手册User Manual for Shenzhouxing Card服务篇Services（一）服务方式(I) Service mode神州行主要采用自助方式办理业务。服务密码就是您办理业务的凭证，请牢记您的密码，它将使您在办理业务时更加轻松方便。温馨提示：密码设定不要过于简单，以免被盗用。The businesses o

25、f 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 simpl

26、e, in case that it would be embezzled.（二）服务渠道(II) Service channels1、沟通100服务厅1.Communication 100 service hall有“沟通100”标志的中国移动服务厅，提供全方位、个性化、百分百满意的服务；Every China Mobile service hall with a symbol of “Communication 100” provides all-round, personalized and satisfactory services for each user.2、1860/1861客

27、户服务热线2.Customer service hotline 1860/1861客户服务人工/自动热线，用于人工受理客户投诉及建设，或客户自助办理业务。本地中国移动手机拨打10086免费，在异地使用中国移动手机拨打02010086免收本地通话费或漫游费（如果在异地拨打10086，将会接入当地的客服热线，而非广州的热线），长途费用按实收取，使用非中国移动手机拨打，按实收取本地通话费、漫游费或长途费用；神州行客户凡是可以在本地通过10086办理的业务，均可以在异地使用02010086办理。This manual /automatic customer service hotline is use

28、d 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 020100

29、86 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 f

30、ee, roaming fee and toll call fee, if any, will be charged accordingly. Shenzhouxing users can dial 02010086 in other parts of China for services as the same as those provided by 10086 in Guangzhou.3务热线3.Service hotline州行客户可通过本机在本国范围之内免费拨查询和办理业务。Users of Shenzh

31、ouxing Card can inquire and manage their services through dialingwith their mobile phones.4、自助销售终端4.Self-service sales terminals您可在我公司沟通100服务厅的自助售卡机购买手机充值卡。You can buy a rechargeable card from the self-service card distribution machines in any Communication 100 service hall of our compa

32、ny.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；分销网点均有“广州移动授权销售点”的字样，敬请留意！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、广东移动通信公司有限责任公共网址6.Website of G

33、uangdong 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神州行客户可用本机免费发送短信到186110086短信端口办理相关业务。Users of Shenzhouxing Card can send free short messages to the 186

34、1 SMS port with their own mobile phones to manage related businesses of their cards.8、24小时自助服务厅：8.24-hour self-service hall:您可自助在服务厅的终端机上完成移动的业务查询和业务办理。目前开通的服务厅：You can inquire and manage your mobile services on the self-service terminal machines in the service halls. The self-service halls availabl

35、e now are listed below:（1）天河南二路24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24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24小时沟通100自助服务厅：中山三路10号之一首层2

36、4-hour self-service hall on rd Road: 1F, No.10-1, rd Road（4）中山一路24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24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

37、）华景新城24小时沟通100自助服务厅：华景路6268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 contents1、购卡1.Card purchasing您可到我公司沟通100服务厅、分销网点购买到神州行套卡，只收取购买套卡的费用，不收取手续费用。You can purchase a Shenzhouxing Card set at our Communication 100 Service Hall or a distrib

38、ution point at the cost price free of commission.温馨提示：Sweet tips:（1）您在买卡后，请在套卡标明的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的时间在使用套封上已注明，超过该时间还没有拨活号码，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 chargi

39、ng activation call is already indicated on the envelope of the card set. If you fail to dial the activation numberwithin the above time, the prepaid card will become invalid.（2）其中沟通100服务厅的套卡号码实行公开化、透明化销售，您可自主选购自已喜爱的号码。Card sets are sold at the Communication 100 Service Hall with numbers

40、 available for open and public selection, so please feel free to choose your favorite number.（3）所购套卡的价格及内含的预充值金额，请在购卡时详细询问售卡人员。Please inquire the salesperson about the price and the credit of your card set.2、激活2.Activation您购买神州行套卡后，通置密码后激活开通，成为我公司客户。After purchasing your Shenzhouxing Ca

41、rd set, you can enjoy our privileged services by dialingto activate the card and set a password.l 办理手续：在您拨户服务热线成功激活后24小时内系统予以开通。Handling formalities: The service will be available within 24 hours after you dial the customer service hotlineand successfully activ

42、ate 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 神州行的有效期和保留期、冷冻期说明：Validity period, reservation period and frozen period of Shenzhouxing Card: （1）有效期：神州行的有效期从激活后开始，可以通过充值累加并延长有效期，累加后的有效期最长不可以超过两年，累加充值金额最多不能超过5000元，不过请放心，只要不断充值，神州行储值卡就可以不断使用。您也可以随时拨打13

43、800138000查询有效期。不同面值的充值卡会有不同的有效期。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.

44、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 dialingat any time. Different prepaid cards have different validity periods.（2）保留期：储值卡的有效期过了之后，还有一段时间可通过充值使储值卡又可以打电话，这段时间就称为保留期

45、。如果您帐户上的资金用完，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，卡上的余额将被封存。如果您及时充值，您将获得新的有效期，同时您原有的封存金额还可累加到新充值的金额中。如果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 pe

46、riod. 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 ne

47、w 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：储值卡过了保留期之后，进入了冷冻期，此卡无发法再使用。Frozen period: After the reservation period expires

48、, 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，发现客户当前余额不足时即做停机处理，申请停机 及挂失，是客户由于个人原因要求暂停手机号码的使用。重开机对应于欠费停机，客户缴清欠费之后，系统自动

49、重开机。解挂失对应于挂失，是客户发起的解除申请停机（挂失）的业务。There are two reasons for service interruption: owning fee and application by users. Service interruption for owning fee refers to the situation that our system suspends the services of a card during an automatic scanning process when it finds the current amount in t

50、he card is not sufficient. Service interruption for application by users means a loss reporting. It refers to the situation that users apply to suspend the service of their phone numbers because of their personal reasons. As for the situation of service interruption for owning fee, the system will r

51、eactivate the card immediately after the user pays off his/her fees. For the reactivation after loss reporting, users must apply to reactivate the services that they applied to suspend before or with a loss reporting.（1）办理手续：Handling formalities:欠费停机和重开机由系统自动进行，无须办理。Service interruption for owning f

52、ee and its reactivation is done by the system automatically. Users do not need to settle these situations themselves.挂失：您可凭密码通本机国内范围内拨打）、10086自助服务热线（本机或它机本地拨打，异地拨打02010086）、各沟通100服务厅办理挂失业务。Loss Reporting: You can apply to suspend your services by dialing 10086 self service

53、hotline (with any mobile phones in Guangzhou), and 02010086 self service hotline in other parts of China or any Communication 100 service hall with your service password.解挂失：可凭服务密码通线（本机国内范围内拨打）、10086自助服务热线（本机或它机本地拨打，异地拨打02010086）、各沟通100服务厅办理解挂失；Reactivation after loss reporting: You can

54、 apply to reactivate your services after loss reporting by dialing 10086 self service hotline (with any mobile phones in Guangzhou), and 02010086 self service hotline in other areas or any Communication 100 service hall with your service password.备注：Remarks: 如果您通理了挂失业务，则必须通

55、理解挂失业务，10086自助服务热线无法受理；同时如果您在10086自助服务热线办理了挂失业务，也必须通过原渠道办理解挂失业务。If you report loss through you must apply to reactivate the services throughinstead of 10086 self service hotline. If you report loss through 10086 self service hotline, you must apply to reactivat

56、e the services through the same channel.如果你因预付费使用完毕等原因而造成被动停机,您须购买中国移动手机充值卡进行充值,充值成功后系统将在24小时内自动重开机。若自停机之日起90天内仍不充值，该神州行号码将不能继续使用。If your services are suspended for such reason that your prepaid charges are used up, you must buy China Mobile rechargeable card(s) to recharge your Card. After you succ

57、essfully recharge your card, the system will automatically reactivate your services within 24 hours. If you dont recharge your card within 90 days after your services are suspended, the number of your Shenzhouxing Card can no longer be used.4、补换卡4. Card renewal and change补换卡是指客户因失卡、坏卡等情况需要更换SIM卡，补卡后PUK码将会随之改变。Card renewal and change refers to the situation that a user needs to change a SIM card becau