10086_ 服務(wù)用英語(yǔ)

1、客 戶 服 務(wù) 中 心 服 務(wù) 用 語(yǔ)目錄第一節(jié) 10086禮貌服務(wù)用語(yǔ)1、問候語(yǔ)2、應(yīng)答語(yǔ)3、請(qǐng)求語(yǔ)4、感謝語(yǔ)5、道歉語(yǔ)6、結(jié)束語(yǔ)7、祝愿語(yǔ)第二節(jié) 10086辦理業(yè)務(wù)相關(guān)服務(wù)用語(yǔ)1、 咨詢?nèi)刖W(wǎng)業(yè)務(wù)服務(wù)用語(yǔ)2、 咨詢資費(fèi)標(biāo)準(zhǔn)使用服務(wù)用語(yǔ)3、 咨詢繳費(fèi)業(yè)務(wù)服務(wù)用語(yǔ)4、 咨詢停/開機(jī)及補(bǔ)卡業(yè)務(wù)服務(wù)用語(yǔ)5、 咨詢過戶業(yè)務(wù)服務(wù)用語(yǔ)6、 咨詢撤戶業(yè)務(wù)服務(wù)用語(yǔ)7、 咨詢長(zhǎng)途及優(yōu)惠使用服務(wù)用語(yǔ)8、 咨詢隨e行業(yè)務(wù)服務(wù)用語(yǔ)9、 查詢?cè)捹M(fèi)時(shí)使用服務(wù)用語(yǔ)10、 辦理業(yè)務(wù)服務(wù)用語(yǔ)11、 辦理國(guó)際漫游業(yè)務(wù)服務(wù)用語(yǔ)12、 特殊情況使用服務(wù)用語(yǔ)第三節(jié) 移動(dòng)業(yè)務(wù)專業(yè)服務(wù)用語(yǔ)1、短消息業(yè)務(wù)2、信息點(diǎn)播業(yè)務(wù)3、來電提醒4、飛信

2、業(yè)務(wù)5、彩信沖印站6、手機(jī)彩信報(bào)7、積分業(yè)務(wù)8、動(dòng)感裝備包9、其他業(yè)務(wù)10、用戶的意見與建議11、常用業(yè)務(wù)單詞和詞組12、手機(jī)菜單中英文對(duì)照第四節(jié) 中國(guó)移動(dòng)公司簡(jiǎn)要介紹第五節(jié) 天津移動(dòng)各品牌資費(fèi)標(biāo)準(zhǔn)1、 全球通2、 動(dòng)感地帶3、 神州行第六節(jié) 我的移動(dòng)奧運(yùn)第七節(jié) 奧運(yùn)英語(yǔ)1、奧運(yùn)會(huì)相關(guān)知識(shí)2、奧運(yùn)會(huì)運(yùn)動(dòng)項(xiàng)目3、奧運(yùn)京外比賽場(chǎng)館4、奧運(yùn)相關(guān)詞組和短語(yǔ)第 一 節(jié) 1 0 0 8 6禮 貌 服 務(wù) 用 語(yǔ)一、問候語(yǔ)1. 您好！很高興為您服務(wù)！Hello! Glad to give service to you!2. 您好！我能為您做點(diǎn)什么？Hello! What can I do for you?3

3、. 您好！歡迎您撥打10086臺(tái)！（自創(chuàng)親切、清晰、簡(jiǎn)潔客戶樂于接受的開頭語(yǔ)）Hello! Welcome to dial 10086!二、應(yīng)答語(yǔ)1. 是的 Yes.2. 好的 Ok.3. 可以 Certainly.4. 我?guī)湍樵円幌拢?qǐng)您稍等 Ill check it for you. Please hold on.5. 您好，系統(tǒng)還在查詢，請(qǐng)您稍等Hello, the system is still on checking. Wait a moment, please.6. 謝謝您的耐心等待Thanks for your patient waiting. 7. 這是我們應(yīng)該做的That

4、is we should do.8. 我這樣理解您看是否正確I think it may be like this. Is it right?三、請(qǐng)求語(yǔ)1. 請(qǐng)問您咨詢什么業(yè)務(wù)Which service do you have question on?2. 請(qǐng)問您辦理什么業(yè)務(wù)Which service would you like to get?3. 請(qǐng)問是您本機(jī)辦理業(yè)務(wù)么Do you get the service for your own handset?4. 請(qǐng)您報(bào)一下手機(jī)號(hào)碼好嗎5. previous attempt to restore the hostCould you tell

5、me your telephone number?6. 請(qǐng)問您貴姓怎么稱呼（本機(jī)）May I have your (last) name, please?7. 請(qǐng)問機(jī)主貴姓怎么稱呼（非本機(jī)）Whats the (last) name of the subscriber?8. 請(qǐng)報(bào)一下您的證件（身份證、護(hù)照、軍官證、士兵證、港澳通行證、臺(tái)灣居民大陸通行證）號(hào)碼好嗎Could you tell me the number of your valid documents?9. 請(qǐng)問您有一碼通（密碼）嗎Do you have the service pin number?10. 請(qǐng)您不要掛機(jī)根據(jù)語(yǔ)音提

6、示驗(yàn)證密碼，如果密碼錯(cuò)誤系統(tǒng)會(huì)自動(dòng)掛斷（同時(shí)話務(wù)員將電話轉(zhuǎn)接自動(dòng)系統(tǒng)驗(yàn)證密碼） Please hold on, and check the password according to the voice prompt. If the password is wrong, the system may cut off automatically.11. 關(guān)于（業(yè)務(wù)），您可以撥打（自動(dòng)臺(tái)或10086*）查詢。我現(xiàn)在幫您轉(zhuǎn)接過去，好嗎？About . , you may dial . to check. Im going to switch you to there, ok?客戶同意：請(qǐng)您收聽查詢結(jié)

7、果/按提示音辦理 Please listen to the checking result, and do it according to the voice prompt.12. 查詢結(jié)果/您咨詢的內(nèi)容會(huì)以短信方式發(fā)到您的手機(jī)上，請(qǐng)您注意查看The checking result/ The service you are inquired will be sent to your handset by short message. Please pay attention to see it. 13. 請(qǐng)您告訴我服務(wù)代碼，我?guī)椭∠?，?qǐng)您注意退訂的短信Please tell me the

8、service number, and I will help you to cancel it. Please pay attention to the short message of the cancellation.四、感謝語(yǔ)1. 不客氣 Youre welcome.2. 謝謝 Thank you.3. 非常感謝 Thank you very much.4. 感謝您對(duì)于我工作的肯定 Thanks for approving my work.5. 謝謝你的建議 Thanks for your advice.6. 感謝您對(duì)我公司提出的寶貴意見 Thanks for your valuabl

9、e advice to our company.7. 多謝您的合作 Thanks for your cooperation.8. 祝你在中國(guó)期間過得愉快 I hope you will enjoy your stay in China.9. 祝您身體健康 Good health.10. 祝您好運(yùn) Good luck.11. 祝您旅途愉快 I wish you a pleasant journey.12. 祝您成功 I wish you success.五、道歉語(yǔ)1. 對(duì)不起，10086臺(tái)現(xiàn)在業(yè)務(wù)繁忙，所以需要排隊(duì)等候，讓您久等了！請(qǐng)見諒Sorry, the 10086 is busy now,

10、 so you may wait in order. Please excuse for keeping you waiting for a time.2. 對(duì)不起，我聽不到您的講話，請(qǐng)您掛機(jī)后重新?lián)艽騍orry, but I cant hear you. Please hang up, and dial again.3. 對(duì)不起，我聽不清您的講話，我將為您回?fù)芊?wù)Sorry, but I cant hear you clearly. I will call you back later.4. 對(duì)不起，我沒聽清您的講話，您能再重復(fù)一遍嗎？謝謝Sorry, but I didnt hear yo

11、u clearly. Could you repeat it again? Thankyou.5. 對(duì)不起，請(qǐng)您聲音大一些好嗎？謝謝Sorry. Please speak louder. Thank you.6. 對(duì)不起，我沒說清楚，請(qǐng)?jiān)试S我再說一遍好嗎Sorry. I didnt say it clearly. May I say it again?7. 實(shí)在抱歉，剛才我的解釋有些欠缺，應(yīng)該是Sorry. My explanation was deficiency, and it should be.8. 對(duì)不起，打斷您一下可以么Sorry. May I interrupt you?9. 您

12、的問題我們需要到相關(guān)部門查詢，恐怕會(huì)耽誤您較長(zhǎng)時(shí)間，請(qǐng)您留下您的聯(lián)系電話，我查詢后立即回復(fù)您，好嗎？謝謝We need to send your question the pertinent department, and it may take a long time. Please leave your telephone number. After inquiring, we may contact with you immediately, ok? Thank you.10. 對(duì)不起，為了保障我們每一位客戶的隱私和合法權(quán)益，我們不提供此項(xiàng)服務(wù)， 請(qǐng)您諒解Sorry. In order

13、to protect our clients privacy and legality rights and interests, we cant offer this service. Please understanding.11. 如無(wú)咨詢，請(qǐng)掛機(jī)Please hang up if you have no question. 六、結(jié)束語(yǔ)1. 您還需要什么幫助？再見！Do you need something else to help? Good-bye.2. 感謝來電 再見Thanks for calling. Good-bye.3. 客戶表示感謝，話務(wù)員一定要回應(yīng)客戶：不客氣，您還需要

14、什么幫助，再見Youre welcome. Do you need something else to help. Good-bye.4. 不客氣，感謝來電，再見Youre welcome. Thanks for calling. Good-bye.5. 歡迎您使用中國(guó)移動(dòng)業(yè)務(wù)Welcome to use the operation of China Mobile.6. 感謝您致電10086，祝您心情愉快Thanks for dialing 10086. Wish you a good time.7. 祝您晚安Good-night.8. 祝您工作順利（自創(chuàng)親切、迎合客戶心理的結(jié)束語(yǔ)）I wis

15、h you every success in your work.七、祝愿語(yǔ)1、開頭語(yǔ) 您好 新年快樂 Hello! Happy New Year! 您好 春節(jié)快樂 Hello! Happy Spring Festival! 您好 節(jié)日快樂 Hello! Happy Holidays! 您好 XX節(jié)快樂 Hello! Happy .!2、結(jié)束語(yǔ) 祝您 新年快樂(身體健康、一年如意) I wish you a happy new year.(good health、a happy year) 祝您 萬(wàn)事如意 I wish you all the best. 祝您 節(jié)日快樂，闔家團(tuán)圓 I wish

16、 you a happy holiday/ a family reunion. 祝您 生日快樂 Happy birthday to you.第 二 節(jié) 1 0 0 8 6辦 理 業(yè) 務(wù) 相 關(guān) 服 務(wù) 用 語(yǔ)一、咨詢?nèi)刖W(wǎng)業(yè)務(wù)服務(wù)用語(yǔ)話務(wù)員：您好，很高興為您服務(wù)。Hello! Glad to give service to you.客戶：我想要辦理一張中國(guó)移動(dòng)的卡，不知道都需要什么手續(xù)？What should I do if I want to apply for a card of China Mobile?話：請(qǐng)問您是為自己辦理入網(wǎng)么？Do you apply for your own ha

17、ndset?1、 客：是的Yes.話：您只需攜帶居民身份證或（臨時(shí)居民身份證）原件到我公司的營(yíng)業(yè)廳辦理即可You can take your ID card (or temporary ID card) to CMCC business hall to get the service.客：我是外籍公民，如何辦理呢If I am a people with foreign nationality, what can I do?話：您需要有天津移動(dòng)客戶做擔(dān)保人或外籍公民所在單位為其擔(dān)保才可辦理You need a subscriber of Tianjin China Mobile or your

18、 company to be the guarantee.客：如何擔(dān)保呢How to guarantee?話：擔(dān)保人攜帶居民身份證或（臨時(shí)居民身份證）陪同入網(wǎng)的外籍客戶到自辦營(yíng)業(yè)廳辦理入網(wǎng)手續(xù)，外籍客戶需攜帶護(hù)照原件或者其他有效旅行證原件The guarantee should take his/her ID card (or temporary ID card) to the business hall accompany the subscriber with foreign nationality to get the service. The subscriber with forei

19、gn nationality should take his/her passport or other available travel certification.客：我的公司可以擔(dān)保么Can my company guarantee?話：可以，須擔(dān)保單位的經(jīng)辦人攜帶本人居民身份證或（臨時(shí)居民身份證）和單位有效證件陪同外籍客戶到自辦營(yíng)業(yè)廳辦理入網(wǎng)手續(xù)，外籍客戶需攜帶護(hù)照原件或者其他有效旅行證原件Sure. The transactor of the guaranteed company should take his/her ID card (or temporary ID card) a

20、nd the available certification of the company accompany the subscriber with foreign nationality to get theservice. The subscriber with foreign nationality should take his/her passport or other available travel certification.2、客：不是，我?guī)团笥炎稍僋o, I inquire for my friend.話：代買人需攜帶代買人和購(gòu)買人的居民身份證或（臨時(shí)居民身份證）原件去辦

21、理The deputy should take his/her and the subscribers ID card (ortemporary ID card) to get the service.客：我的朋友是外籍公民，如何辦理呢My friend is a people with foreign nationality, and how can he get theservice?話：很抱歉，外籍公民不能委托他人辦理入網(wǎng)業(yè)務(wù)Sorry. The people with foreign nationality cant commission other people to get the

22、 service.3、客：不是，我們單位要購(gòu)買卡，如何辦理呢No, our company wants to buy the cards. How to get the service?話：經(jīng)辦人攜帶本人的居民身份證或（臨時(shí)居民身份證）原件和單位的營(yíng)業(yè)執(zhí)照副本和加蓋公章的單位介紹信原件，介紹信的內(nèi)容包括：經(jīng)辦人姓名、辦理事宜，如果您的話費(fèi)是由銀行代扣另需單位的開戶行的銀行帳號(hào)，到我公司移動(dòng)營(yíng)業(yè)廳辦理The transactor should take his/her ID card (or temporary ID card), the copy of the business license

23、 and the letter of instruction with the companys seal. The letter of instruction include: the name of the transactor、the service you want to get, and if your charge is commissioned by the bank，you also need to take the account number in the bank of opening the count to the CMCC business hall to get

24、the service.客：我了解了，非常感謝I know，thank you very much.話：不客氣，歡迎您使用中國(guó)移動(dòng)業(yè)務(wù)Youre welcome. Welcome to use the operation of China Mobile.二、咨詢資費(fèi)標(biāo)準(zhǔn)使用服務(wù)用語(yǔ)話務(wù)員：您好，很高興為您服務(wù)Hello! Glad to give service to you.客戶：可否給我介紹一下你們的資費(fèi)產(chǎn)品Could you give me some introduction about the charge of your products?話：可以，請(qǐng)問您對(duì)產(chǎn)品有什么要求么Certa

25、inly! Whats your requirement about the products?1、客：沒有，我只是想了解一下 No, I just want to know something about it.話：您看這樣可以嗎，我公司網(wǎng)站上有各個(gè)品牌全面詳細(xì)的資費(fèi)介紹，我將網(wǎng)址以短信的形式發(fā)到您的手機(jī)上，您可以登陸我公司網(wǎng)站詳細(xì)查詢On our companys Website, therere some particular general introductions about each products charge. Ill send the address to your ha

26、ndset by short message, then you can login our Website to check it out.客：可以O(shè)k.話: 網(wǎng)址已經(jīng)發(fā)到您的手機(jī)上，請(qǐng)您注意查看The address has been sent to your handset. Please pay attention to see it.2、 客：有，我經(jīng)常在京津兩地漫游Yes, I always need the roaming service between Beijing and Tianjin.話：如果您的漫游量比較大，我向您推薦全球通商旅卡，此卡最適合經(jīng)常在外地出差的人士使用。

27、因?yàn)樯搪每ǖ穆钨M(fèi)、本地通話費(fèi)、長(zhǎng)途費(fèi)都是統(tǒng)一的，可以說無(wú)論您到內(nèi)地的哪個(gè)地方漫游收費(fèi)標(biāo)準(zhǔn)都是一樣的。而且此卡有信譽(yù)度，保證你在漫游時(shí)如果不方便交費(fèi)可以暫不停機(jī)，以免影響使用。If you need huge quantity of roaming service, I suggest you use the Global Tone Business and Travel Card. This card is fit for the people who often go on business to other places in the country. Because the roami

28、ng charge、 the local call charge and the long distance call charge of the Business and Travel Card are uniform, wherever you go in the mainland, the roaming charge standard is same. Furthermore, this card has the credit degree, and it keeps your handset in service when it is inconvenient for you to

29、pay the charge at roaming without influencing using.客：那這種卡是如何收費(fèi)的呢Whats the charge standard of this card?話：我們有較詳細(xì)的此品牌資費(fèi)套餐的語(yǔ)音介紹,我為您轉(zhuǎn)接過去可以嗎We have the general voice introduction about the charge of this product. May I connect you to it?客：好的Ok.話：請(qǐng)您不要掛機(jī)收聽咨詢介紹Please hold on, and listen to the introduction

30、.三、咨詢繳費(fèi)業(yè)務(wù)服務(wù)用語(yǔ)話務(wù)員：您好，很高興為您服務(wù)Hello! Glad to give service to you.客戶：我想給手機(jī)交費(fèi)，不知道都可以通過什么方式呢I want to pay the charge of my handset. But I dont know in which way I can pay it.話：我公司為用戶提供多種繳費(fèi)的途徑，首先:您可以到我公司各個(gè)營(yíng)業(yè)廳、代辦處、銀行或郵儲(chǔ)直接交納現(xiàn)金，其次:您還可以購(gòu)買多種面額的充值卡為手機(jī)充值，另外:您還可以通過銀行的自動(dòng)服務(wù)機(jī)自助交費(fèi)Our company offers several ways to pay

31、 the charge. First, you can go to the CMCC business hall、the outlet store、the bank and the post office to pay the charge directly. Second, you also can buy the recharge card with different par value to pay the charge of your handset. In addition, you can use the ATM of the bank to pay the charge wit

32、h self-help.客：聽說有一種業(yè)務(wù)，用戶不出門就可以交費(fèi)真的是這樣么I have heard an operation that the subscriber can pay the charge without going out of home.話：是的，這是我公司的“手機(jī)錢包”業(yè)務(wù)，如果您有銀聯(lián)卡可持您的有效證件去營(yíng)業(yè)廳捆綁此業(yè)務(wù)。從次，您便可以通過短信或電話等形式實(shí)現(xiàn)自助查繳手機(jī)話費(fèi)、銀行卡余額查詢等業(yè)務(wù)，也可以通過手機(jī)賬戶內(nèi)預(yù)存的話費(fèi)進(jìn)行小額支付交易，購(gòu)買商品及服務(wù)，滿足您隨時(shí)隨地個(gè)性化理財(cái)支付交易的需求。Yes. This is our companys “mobile p

33、urse” operation. If you have the Union Pay Card, you can take your available certification to the business hall to bind this operation. Henceforward, you can pay and check the charge of the handset、check the balance of the credit card and so on , by using the short message or telephone call with sel

34、f-help. You also can use the pre-payment charge in your handset to deal with the little-sum paying trade、buying goods and service. It can satisfy your need in individual financing and paying trade anywhere and anytime. 客：我知道了，謝謝I know. Thanks.話：不客氣，歡迎您使用中國(guó)移動(dòng)業(yè)務(wù)Youre welcome. Welcome to use the operat

35、ion of China Mobile.四、咨詢停/開機(jī)及補(bǔ)卡業(yè)務(wù)服務(wù)用語(yǔ)話務(wù)員：您好！歡迎您撥打10086臺(tái)Hello. Welcome to dial 10086!客戶：我的手機(jī)丟失了！現(xiàn)在該怎么辦呢I have lost my handset! What can I do now?話：您先不要著急，請(qǐng)問您的手機(jī)是在本市丟失的么Dont worry! Have you lost your handset in the city?1、 客：是的Yes.話：請(qǐng)您報(bào)一下手機(jī)號(hào)碼Please tell me your mobile phone number.客：139*1234139*1234話：

36、請(qǐng)問您貴姓怎么稱呼May I have your (last) name, please?客：張三ZhangSan.話：請(qǐng)問您有一碼通么Do you have the service pin number?客：有Yes.話：請(qǐng)您不要掛機(jī)根據(jù)語(yǔ)音提示驗(yàn)證密碼，如果密碼錯(cuò)誤系統(tǒng)會(huì)自動(dòng)掛斷（同時(shí)話務(wù)員將電話轉(zhuǎn)接自動(dòng)臺(tái)，密碼正確轉(zhuǎn)回人工臺(tái)）Please hold on, and check the password according to the voice prompt. If the password is wrong, the system may cut off automatically.

37、話：您的密碼驗(yàn)證正確，我已將您的手機(jī)卡辦理了掛失停機(jī)，每天要收取您0.16元的停機(jī)保號(hào)費(fèi)Your password is correct. I have transacted the loss notice and the quitting notice for your handset. You should pay 0.16 Yuan everyday for keeping the mobile phone number after quitting. 2、 客：不是，我現(xiàn)在正在外地出差No, I am on business in other places in the country

38、.話：請(qǐng)您把手機(jī)號(hào)碼登記的客戶名、證件號(hào)碼、聯(lián)系方式以及最后三次通話記錄提供給我，我將為您申請(qǐng)辦理。Please tell me the name、the number of the certification and the way of contact that you have registered when you apple the mobile phone number, and the calling record of the last three times. I will transact it for you.客：好的，客戶名：張三；證件號(hào)：120；聯(lián)系方式：1234；最

39、后三次通話記錄：Ok. The name is: ZhangSan; the number of the certification is: 120.; the way of contact is: 1234.; the calling record of the three last times is: .話：我已將您的申請(qǐng)記錄下來。稍候會(huì)有相關(guān)人員與您聯(lián)系，如核實(shí)無(wú)誤的話即刻幫您辦理停機(jī)I have written down the record of your application. The pertinent personnel will contact you later. If

40、there is no mistake, we will transacted the quitting notice for you immediately.客：我還想使用原來的號(hào)碼可以么Can I use the mobile phone number that I have used before?話：可以，您可以攜帶有效證件原件到移動(dòng)營(yíng)業(yè)廳辦理補(bǔ)卡Certainly! You can take your available certification to the mobile business hall to get the card make-up service.客：但我手機(jī)中還

41、有費(fèi)用，辦理完補(bǔ)卡后原來的費(fèi)用還有嗎But my handset still have some charge. Does my handset still have the charge after card making-up?話：可以使用，補(bǔ)卡不影響您的手機(jī)中的費(fèi)用You can still use the charge. Making-up the card will not affect the charge in your handset.客：辦完補(bǔ)卡后，拾到我手機(jī)的人能否打電話呢After the card making-up, whether the people who pi

42、ck up my handset can use it to make calls?話：不可以，當(dāng)您辦完補(bǔ)卡后，原先的卡就不能再使用了No. When you make-up the card, the formerly card cant be used any more.客：如果我不方便辦理補(bǔ)卡，能否委托他人幫我辦理If it is inconvenient for me to get the card make-up, can I commission other people to do it for me?話：可以。委托人需攜帶本人及機(jī)主的有效證原件和機(jī)主的一碼通到移動(dòng)營(yíng)業(yè)廳辦理補(bǔ)卡

43、。但委托人不能是外省公民或外籍公民Certainly. The people who get the commission need to take his/her and the subscribers available certifications and the subscribers service pin number to the mobile business hall to get the card make-up service. But the people who get the commission cant be the people of other places

44、 in the country or the people with foreign nationality.客：謝謝Thank you.話：不客氣，感謝來電，再見Youre welcome. Thanks for giving a call. Good-bye.五、咨詢過戶業(yè)務(wù)服務(wù)用語(yǔ)話務(wù)員：您好！歡迎您撥打10086臺(tái)Hello! Welcome to dial 10086!客戶：服務(wù)員，你好。我想為手機(jī)卡辦理過戶的手續(xù)，可以辦理么Hello, telephonist! I want to transact the transfer formalities for my handset.

45、Can I get the service?話：可以，請(qǐng)問是您本機(jī)辦理么Certainly. Do you get the service for your own handset?客：是Yes.話：過戶雙方必須同時(shí)持有效證件一起到移動(dòng)自辦營(yíng)業(yè)廳辦理Both sides of the transfer must take their available certifications to the mobile self-help business hall to transact it together.客：10086可以幫我辦理么Does 10086 transact it for me?話

46、：很抱歉，10086不受理過戶業(yè)務(wù)Sorry. 10086 doesnt accept the operation of transfer formalities.客：這項(xiàng)業(yè)務(wù)收費(fèi)么Do I need to pay for the operation?話：過戶無(wú)手續(xù)費(fèi)No, the operation of transfer formalities is free.客：好的，謝謝Ok. Thank you.話：不客氣，感謝來電，再見Youre welcome. Thanks for giving a call. Good-bye.六、咨詢撤戶業(yè)務(wù)服務(wù)用語(yǔ)話務(wù)員：您好，很高興為您服務(wù)Hello!

47、 Glad to give service to you.客：你好，我的手機(jī)卡不想使用了，都要辦理什么業(yè)務(wù)呢Hello! I dont want to use my mobile phone card any more. Whats the operation I need to transact?話：請(qǐng)問是您本機(jī)辦理么Do you transact it for your own handset?客：是Yes.話：可以了解一下么，是什么原因使您的手機(jī)卡不想使用了，是因?yàn)橘Y費(fèi)標(biāo)準(zhǔn)不適合您，還是我們的服務(wù)沒有令您滿意呢（對(duì)于撥打10086咨詢撤戶的客戶，需詢問撤戶原因）May I know wh

48、ats the reason that you dont want to use your mobile phone card any more? Does the charge standard misfit you, or our service makes you dissatisfied?客：都很滿意，我要出國(guó)了Everything makes me satisfied, but I will go abroad.話：撤戶業(yè)務(wù)需要機(jī)主本人攜帶有效證件原件到移動(dòng)營(yíng)業(yè)廳辦理，如果您在申請(qǐng)撤戶業(yè)務(wù)的當(dāng)月及前兩個(gè)月內(nèi)，申請(qǐng)了“國(guó)際漫游”業(yè)務(wù)，收取撤戶押金200元，押金在兩個(gè)月退還；沒有申請(qǐng)“國(guó)

49、際漫游”業(yè)務(wù)，收取撤戶押金50元，押金在一個(gè)月退還；如果在申請(qǐng)撤戶業(yè)務(wù)的當(dāng)月及前兩個(gè)月內(nèi)，無(wú)任何費(fèi)用產(chǎn)生，可不收取撤戶押金The cancel service needs the subscriber to take his/her available certifications to the mobile business hall to transact it. If you apply the international roaming service in the month of applying the cancel service or in two months before

50、 it, you should pay 200 Yuan as deposit for the cancel service. The deposit will hand back to you in two months. If you dont apply the international roaming service, you should pay 50 Yuan as deposit. The deposit will hand back to you in a month. If theres no charge in the month of applying the canc

51、el service or in two months before it, you shouldnt pay the deposit.客：如何退還押金呢How to hand back the deposit?話：需要您本人持有效證件與押金收據(jù)的原件，到移動(dòng)營(yíng)業(yè)廳辦理退還押金You need to take your available certifications and the receipt of the deposit to the mobile business hall to get back the deposit.客：如果我不方便自己去，可以委托他人辦理么If it is i

52、nconvenient for me to transact it, can I commission someone else to do it?話：可以。委托人攜帶本人及機(jī)主的有效證件原件和機(jī)主的一碼通密碼即可辦理。但是委托人不可以是外省戶籍或外籍公民Certainly. The people who get the commission should take his/her and the subscribers available certifications and the subscribers service pin number to transact it. But the

53、 people who get the commission cant be the people of other places in the country or the people with foreign nationality.客：我了解了I know.話：感謝來電，再見Thanks for giving a call. Good-bye.七、咨詢長(zhǎng)途及優(yōu)惠使用服務(wù)用語(yǔ)話務(wù)員：您好，很高興為您服務(wù)Hello! Glad to give service to you.客戶：你好，我是外國(guó)人。請(qǐng)問打國(guó)際長(zhǎng)途怎么收費(fèi)Hello! Im a foreigner. Whats the cha

54、rge standard of the International Direct Distance Dialing?話：歡迎來到天津！請(qǐng)問您開通國(guó)際長(zhǎng)途業(yè)務(wù)了么Welcome to Tianjin! Do you transact the International Direct Dialing service?客：是的Yes.話：請(qǐng)問您撥打哪個(gè)國(guó)家Which country do you want to make a call?客：英國(guó)Britain.話：長(zhǎng)途業(yè)務(wù)的計(jì)費(fèi)方法是：國(guó)際長(zhǎng)途費(fèi)+本地通話費(fèi)The charge of the International Direct Dialing

55、adds the charge of the local call is the count measure of the charge of the long distance call.國(guó)際長(zhǎng)途費(fèi)標(biāo)準(zhǔn)：0.80元/6秒，0-7點(diǎn)0.48元/6秒（部分國(guó)家）The charge standard is 0.80 Yuan per second, and 0.48 Yuan per second during 0-7 oclock.客：還有其他優(yōu)惠么Are there any other preferential operations?話：有，您可以使用IP業(yè)務(wù)，在被叫號(hào)前加撥17951即可，

56、優(yōu)惠資費(fèi)標(biāo)準(zhǔn)為：3.60元/分鐘。然后需要加收本地通話費(fèi)。Yes. You can use the IP operation. You can put 17951 before the called number. The preferential standard is 3.60 Yuan per minute. Then you should pay the charge of local call.客：這樣算起來比較麻煩，有沒有統(tǒng)一收費(fèi)的This count measure of the charge is troublesome. Is there any uniform charge standard?話：有。您可以使用12593長(zhǎng)途優(yōu)惠業(yè)務(wù)，在您所撥打的號(hào)碼前面加上12593，資費(fèi)標(biāo)準(zhǔn)為：2.00元/分鐘，包含本地通話費(fèi)和長(zhǎng)途費(fèi)。Yes. You can use the 12593 long distance call preferential operation. You can put 12593 before the called number. The charge standard is 2.00 Yuan per minute, including the charge of the