10086服务用英语

,~客户服务中心服务用语目录第一节10086礼貌服务用语1、问候语2、应答语3、请求语4、感谢语5、道歉语6、结束语7、祝愿语第二节10086办理业务相关服务用语咨询入网业务服务用语咨询资费 标准 excel标准偏差excel标准偏差函数exl标准差函数国标检验抽样标准表免费下载红头文件格式标准下载 使用服务用语咨询缴费业务服务用语咨询停/开机及补卡业务服务用语咨询过户业务服务用语咨询撤户业务服务用语咨询长途及优惠使用服务用语咨询随e行业务服务用语查询话费时使用服务用语办理业务服务用语办理国际漫游业务服务用语特殊情况使用服务用语第三节移动业务专业服务用语1、短消息业务2、信息点播业务3、来电提醒4、飞信业务5、彩信冲印站6、手机彩信报7、积分业务8、动感装备包9、其他业务10、用户的 意见 文理分科指导河道管理范围浙江建筑工程概算定额教材专家评审意见党员教师互相批评意见 与建议11、常用业务单词和词组12、手机菜单中英文对照中国移动公司简要介绍第五节天津移动各品牌资费标准全球通动感地带神州行第六节我的移动奥运第七节奥运英语1、奥运会相关知识2、奥运会运动项目3、奥运京外比赛场馆4、奥运相关词组和短语第一节10086礼貌服务用语一、问候语您好！很高兴为您服务！Hello!Gladtogiveservicetoyou!您好！我能为您做点什么？Hello!WhatcanIdoforyou?您好！欢迎您拨打10086台！（自创亲切、清晰、简洁客户乐于接受的开头语）Hello!Welcometodial10086!二、应答语是的Yes.好的Ok.可以Certainly.我帮您查询一下，请您稍等I’llcheckitforyou.Pleaseholdon.您好，系统还在查询，请您稍等Hello,thesystemisstillonchecking.Waitamoment,please.谢谢您的耐心等待Thanksforyourpatientwaiting.这是我们应该做的Thatisweshoulddo.我这样理解您看是否正确Ithinkitmaybelikethis.Isitright?三、请求语请问您咨询什么业务Whichservicedoyouhavequestionon?请问您办理什么业务Whichservicewouldyouliketoget?请问是您本机办理业务么Doyougettheserviceforyourownhandset?请您报一下手机号码好吗previousattempttorestorethehostCouldyoutellmeyourtelephonenumber?请问您贵姓怎么称呼（本机）MayIhaveyour(last)name,please?请问机主贵姓怎么称呼（非本机）What’sthe(last)nameofthesubscriber?请报一下您的证件（身份证、护照、军官证、士兵证、港澳通行证、台湾居民大陆通行证）号码好吗Couldyoutellmethenumberofyourvaliddocuments?请问您有一码通（密码）吗Doyouhavetheservicepinnumber?请您不要挂机根据语音提示验证密码，如果密码错误系统会自动挂断（同时话务员将电话转接自动系统验证密码）Pleaseholdon,andcheckthepasswordaccordingtothevoiceprompt.Ifthepasswordiswrong,thesystemmaycutoffautomatically.关于…（业务），您可以拨打…（自动台或10086**）查询。我现在帮您转接过去，好吗？About...,youmaydial...tocheck.I’mgoingtoswitchyoutothere,ok?客户同意：请您收听查询结果/按提示音办理Pleaselistentothecheckingresult,anddoitaccordingtothevoiceprompt.查询结果/您咨询的内容会以短信方式发到您的手机上，请您注意查看Thecheckingresult/Theserviceyouareinquiredwillbesenttoyourhandsetbyshortmessage.Pleasepayattentiontoseeit.请您告诉我服务代码，我帮助您取消，请您注意退订的短信Pleasetellmetheservicenumber,andIwillhelpyoutocancelit.Pleasepayattentiontotheshortmessageofthecancellation.四、感谢语不客气You’rewelcome.谢谢Thankyou.非常感谢Thankyouverymuch.感谢您对于我工作的肯定Thanksforapprovingmywork.谢谢你的建议Thanksforyouradvice.感谢您对我公司提出的宝贵意见Thanksforyourvaluableadvicetoourcompany.多谢您的合作Thanksforyourcooperation.祝你在中国期间过得愉快IhopeyouwillenjoyyourstayinChina.祝您身体健康Goodhealth.祝您好运Goodluck.祝您旅途愉快Iwishyouapleasantjourney.祝您成功Iwishyousuccess.五、道歉语对不起，10086台现在业务繁忙，所以需要排队等候，让您久等了！请见谅Sorry,the10086isbusynow,soyoumaywaitinorder.Pleaseexcuseforkeepingyouwaitingforatime.对不起，我听不到您的讲话，请您挂机后重新拨打Sorry,butIcan’thearyou.Pleasehangup,anddialagain.对不起，我听不清您的讲话，我将为您回拨服务Sorry,butIcan’thearyouclearly.Iwillcallyoubacklater.对不起，我没听清您的讲话，您能再重复一遍吗？谢谢Sorry,butIdidn’thearyouclearly.Couldyourepeatitagain?Thankyou.对不起，请您声音大一些好吗？谢谢Sorry.Pleasespeaklouder.Thankyou.对不起，我没说清楚，请允许我再说一遍好吗Sorry.Ididn’tsayitclearly.MayIsayitagain?实在抱歉，刚才我的解释有些欠缺，应该是……Sorry.Myexplanationwasdeficiency,anditshouldbe...对不起，打断您一下可以么Sorry.MayIinterruptyou?您的问题我们需要到相关部门查询，恐怕会耽误您较长时间，请您留下您的联系电话，我查询后立即回复您，好吗？谢谢Weneedtosendyourquestionthepertinentdepartment,anditmaytakealongtime.Pleaseleaveyourtelephonenumber.Afterinquiring,wemaycontactwithyouimmediately,ok?Thankyou.对不起，为了保障我们每一位客户的隐私和合法权益，我们不提供此项服务，请您谅解Sorry.Inordertoprotectourclient’sprivacyandlegalityrightsandinterests,wecan’tofferthisservice.Pleaseunderstanding.如无咨询，请挂机Pleasehangupifyouhavenoquestion.六、结束语您还需要什么帮助？再见！Doyouneedsomethingelsetohelp?Good-bye.感谢来电再见Thanksforcalling.Good-bye.客户表示感谢，话务员一定要回应客户：不客气，您还需要什么帮助，再见You’rewelcome.Doyouneedsomethingelsetohelp.Good-bye.不客气，感谢来电，再见You’rewelcome.Thanksforcalling.Good-bye.欢迎您使用中国移动业务WelcometousetheoperationofChinaMobile.感谢您致电10086，祝您心情愉快Thanksfordialing10086.Wishyouagoodtime.祝您晚安Good-night.祝您工作顺利（自创亲切、迎合客户心理的结束语）Iwishyoueverysuccessinyourwork.七、祝愿语1、开头语您好新年快乐Hello!HappyNewYear!您好春节快乐Hello!HappySpringFestival!您好节日快乐Hello!HappyHolidays!您好XX节快乐Hello!Happy...!2、结束语祝您新年快乐(身体健康、一年如意)Iwishyouahappynewyear.(goodhealth、ahappyyear)祝您万事如意Iwishyouallthebest.祝您节日快乐，阖家团圆Iwishyouahappyholiday/afamilyreunion.祝您生日快乐Happybirthdaytoyou.第二节10086办理业务相关服务用语一、咨询入网业务服务用语话务员：您好，很高兴为您服务。Hello!Gladtogiveservicetoyou.客户：我想要办理一张中国移动的卡，不知道都需要什么手续？WhatshouldIdoifIwanttoapplyforacardofChinaMobile?话：请问您是为自己办理入网么？Doyouapplyforyourownhandset?客：是的Yes.话：您只需携带居民身份证或（临时居民身份证）原件到我公司的营业厅办理即可YoucantakeyourIDcard(ortemporaryIDcard)toCMCCbusinesshalltogettheservice.客：我是外籍公民，如何办理呢IfIamapeoplewithforeignnationality,whatcanIdo?话：您需要有天津移动客户做担保人或外籍公民所在单位为其担保才可办理YouneedasubscriberofTianjinChinaMobileoryourcompanytobetheguarantee.客：如何担保呢Howtoguarantee?话：担保人携带居民身份证或（临时居民身份证）陪同入网的外籍客户到自办营业厅办理入网手续，外籍客户需携带护照原件或者其他有效旅行证原件Theguaranteeshouldtakehis/herIDcard(ortemporaryIDcard)tothebusinesshallaccompanythesubscriberwithforeignnationalitytogettheservice.Thesubscriberwithforeignnationalityshouldtakehis/herpassportorotheravailabletravelcertification.客：我的公司可以担保么Canmycompanyguarantee?话：可以，须担保单位的经办人携带本人居民身份证或（临时居民身份证）和单位有效证件陪同外籍客户到自办营业厅办理入网手续，外籍客户需携带护照原件或者其他有效旅行证原件Sure.Thetransactoroftheguaranteedcompanyshouldtakehis/herIDcard(ortemporaryIDcard)andtheavailablecertificationofthecompanyaccompanythesubscriberwithforeignnationalitytogettheservice.Thesubscriberwithforeignnationalityshouldtakehis/herpassportorotheravailabletravelcertification.2、客：不是，我帮朋友咨询No,Iinquireformyfriend.话：代买人需携带代买人和购买人的居民身份证或（临时居民身份证）原件去办理Thedeputyshouldtakehis/herandthesubscriber’sIDcard(ortemporaryIDcard)togettheservice.客：我的朋友是外籍公民，如何办理呢Myfriendisapeoplewithforeignnationality,andhowcanhegettheservice?话：很抱歉，外籍公民不能委托他人办理入网业务Sorry.Thepeoplewithforeignnationalitycan’tcommissionotherpeopletogettheservice.3、客：不是，我们单位要购买卡，如何办理呢No,ourcompanywantstobuythecards.Howtogettheservice?话：经办人携带本人的居民身份证或（临时居民身份证）原件和单位的营业执照副本和加盖公章的单位介绍信原件，介绍信的内容包括：经办人姓名、办理事宜，如果您的话费是由银行代扣另需单位的开户行的银行帐号，到我公司移动营业厅办理Thetransactorshouldtakehis/herIDcard(ortemporaryIDcard),thecopyofthebusinesslicenseandtheletterofinstructionwiththecompany’sseal.Theletterofinstructioninclude:thenameofthetransactor、theserviceyouwanttoget,andifyourchargeiscommissionedbythebank，youalsoneedtotaketheaccountnumberinthebankofopeningthecounttotheCMCCbusinesshalltogettheservice.客：我了解了，非常感谢Iknow，thankyouverymuch.话：不客气，欢迎您使用中国移动业务You’rewelcome.WelcometousetheoperationofChinaMobile.二、咨询资费标准使用服务用语话务员：您好，很高兴为您服务Hello!Gladtogiveservicetoyou.客户：可否给我介绍一下你们的资费产品Couldyougivemesomeintroductionaboutthechargeofyourproducts?话：可以，请问您对产品有什么要求么Certainly!What’syourrequirementabouttheproducts?1、客：没有，我只是想了解一下No,Ijustwanttoknowsomethingaboutit.话：您看这样可以吗，我公司网站上有各个品牌全面详细的资费介绍，我将网址以短信的形式发到您的手机上，您可以登陆我公司网站详细查询Onourcompany’sWebsite,there’resomeparticulargeneralintroductionsabouteachproduct’scharge.I’llsendtheaddresstoyourhandsetbyshortmessage,thenyoucanloginourWebsitetocheckitout.客：可以Ok.话:网址已经发到您的手机上，请您注意查看Theaddresshasbeensenttoyourhandset.Pleasepayattentiontoseeit.客：有，我经常在京津两地漫游Yes,IalwaysneedtheroamingservicebetweenBeijingandTianjin.话：如果您的漫游量比较大，我向您推荐全球通商旅卡，此卡最适合经常在外地出差的人士使用。因为商旅卡的漫游费、本地通话费、长途费都是统一的，可以说无论您到内地的哪个地方漫游收费标准都是一样的。而且此卡有信誉度，保证你在漫游时如果不方便交费可以暂不停机，以免影响使用。Ifyouneedhugequantityofroamingservice,IsuggestyouusetheGlobalToneBusinessandTravelCard.Thiscardisfitforthepeoplewhooftengoonbusinesstootherplacesinthecountry.Becausetheroamingcharge、thelocalcallchargeandthelongdistancecallchargeoftheBusinessandTravelCardareuniform,whereveryougointhemainland,theroamingchargestandardissame.Furthermore,thiscardhasthecreditdegree,anditkeepsyourhandsetinservicewhenitisinconvenientforyoutopaythechargeatroamingwithoutinfluencingusing.客：那这种卡是如何收费的呢What’sthechargestandardofthiscard?话：我们有较详细的此品牌资费套餐的语音介绍,我为您转接过去可以吗Wehavethegeneralvoiceintroductionaboutthechargeofthisproduct.MayIconnectyoutoit?客：好的Ok.话：请您不要挂机收听咨询介绍Pleaseholdon,andlistentotheintroduction.三、咨询缴费业务服务用语话务员：您好，很高兴为您服务Hello!Gladtogiveservicetoyou.客户：我想给手机交费，不知道都可以通过什么方式呢Iwanttopaythechargeofmyhandset.ButIdon’tknowinwhichwayIcanpayit.话：我公司为用户提供多种缴费的途径，首先:您可以到我公司各个营业厅、代办处、银行或邮储直接交纳现金，其次:您还可以购买多种面额的充值卡为手机充值，另外:您还可以通过银行的自动服务机自助交费Ourcompanyoffersseveralwaystopaythecharge.First,youcangototheCMCCbusinesshall、theoutletstore、thebankandthepostofficetopaythechargedirectly.Second,youalsocanbuytherechargecardwithdifferentparvaluetopaythechargeofyourhandset.Inaddition,youcanusetheATMofthebanktopaythechargewithself-help.客：听说有一种业务，用户不出门就可以交费真的是这样么Ihaveheardanoperationthatthesubscribercanpaythechargewithoutgoingoutofhome.话：是的，这是我公司的“手机钱包”业务，如果您有银联卡可持您的有效证件去营业厅捆绑此业务。从次，您便可以通过短信或电话等形式实现自助查缴手机话费、银行卡余额查询等业务，也可以通过手机账户内预存的话费进行小额支付交易，购买商品及服务，满足您随时随地个性化理财支付交易的需求。Yes.Thisisourcompany’s“mobilepurse”operation.IfyouhavetheUnionPayCard,youcantakeyouravailablecertificationtothebusinesshalltobindthisoperation.Henceforward,youcanpayandcheckthechargeofthehandset、checkthebalanceofthecreditcardandsoon,byusingtheshortmessageortelephonecallwithself-help.Youalsocanusethepre-paymentchargeinyourhandsettodealwiththelittle-sumpayingtrade、buyinggoodsandservice.Itcansatisfyyourneedinindividualfinancingandpayingtradeanywhereandanytime.客：我知道了，谢谢Iknow.Thanks.话：不客气，欢迎您使用中国移动业务You’rewelcome.WelcometousetheoperationofChinaMobile.四、咨询停/开机及补卡业务服务用语话务员：您好！欢迎您拨打10086台Hello.Welcometodial10086!客户：我的手机丢失了！现在该怎么办呢Ihavelostmyhandset!WhatcanIdonow?话：您先不要着急，请问您的手机是在本市丢失的么Don’tworry!Haveyoulostyourhandsetinthecity?客：是的Yes.话：请您报一下手机号码Pleasetellmeyourmobilephonenumber.客：139****1234139****1234话：请问您贵姓怎么称呼MayIhaveyour(last)name,please?客：张三ZhangSan.话：请问您有一码通么Doyouhavetheservicepinnumber?客：有Yes.话：请您不要挂机根据语音提示验证密码，如果密码错误系统会自动挂断（同时话务员将电话转接自动台，密码正确转回人工台）Pleaseholdon,andcheckthepasswordaccordingtothevoiceprompt.Ifthepasswordiswrong,thesystemmaycutoffautomatically.话：您的密码验证正确，我已将您的手机卡办理了挂失停机，每天要收取您0.16元的停机保号费Yourpasswordiscorrect.Ihavetransactedthelossnoticeandthequittingnoticeforyourhandset.Youshouldpay0.16Yuaneverydayforkeepingthemobilephonenumberafterquitting.客：不是，我现在正在外地出差No,Iamonbusinessinotherplacesinthecountry.话：请您把手机号码登记的客户名、证件号码、联系方式以及最后三次通话记录提供给我，我将为您申请办理。Pleasetellmethename、thenumberofthecertificationandthewayofcontactthatyouhaveregisteredwhenyouapplethemobilephonenumber,andthecallingrecordofthelastthreetimes.Iwilltransactitforyou.客：好的，客户名：张三；证件号：120…；联系方式：1234；最后三次通话记录：…Ok.Thenameis:ZhangSan;thenumberofthecertificationis:120...;thewayofcontactis:1234...;thecallingrecordofthethreelasttimesis:...话：我已将您的申请记录下来。稍候会有相关人员与您联系，如核实无误的话即刻帮您办理停机Ihavewrittendowntherecordofyourapplication.Thepertinentpersonnelwillcontactyoulater.Ifthereisnomistake,wewilltransactedthequittingnoticeforyouimmediately.客：我还想使用原来的号码可以么CanIusethemobilephonenumberthatIhaveusedbefore?话：可以，您可以携带有效证件原件到移动营业厅办理补卡Certainly!Youcantakeyouravailablecertificationtothemobilebusinesshalltogetthecardmake-upservice.客：但我手机中还有费用，办理完补卡后原来的费用还有吗Butmyhandsetstillhavesomecharge.Doesmyhandsetstillhavethechargeaftercardmaking-up?话：可以使用，补卡不影响您的手机中的费用Youcanstillusethecharge.Making-upthecardwillnotaffectthechargeinyourhandset.客：办完补卡后，拾到我手机的人能否打电话呢Afterthecardmaking-up,whetherthepeoplewhopickupmyhandsetcanuseittomakecalls?话：不可以，当您办完补卡后，原先的卡就不能再使用了No.Whenyoumake-upthecard,theformerlycardcan’tbeusedanymore.客：如果我不方便办理补卡，能否委托他人帮我办理Ifitisinconvenientformetogetthecardmake-up,canIcommissionotherpeopletodoitforme?话：可以。委托人需携带本人及机主的有效证原件和机主的一码通到移动营业厅办理补卡。但委托人不能是外省公民或外籍公民Certainly.Thepeoplewhogetthecommissionneedtotakehis/herandthesubscriber’savailablecertificationsandthesubscriber’sservicepinnumbertothemobilebusinesshalltogetthecardmake-upservice.Butthepeoplewhogetthecommissioncan’tbethepeopleofotherplacesinthecountryorthepeoplewithforeignnationality.客：谢谢Thankyou.话：不客气，感谢来电，再见You’rewelcome.Thanksforgivingacall.Good-bye.五、咨询过户业务服务用语话务员：您好！欢迎您拨打10086台Hello!Welcometodial10086!客户：服务员，你好。我想为手机卡办理过户的手续，可以办理么Hello,telephonist!Iwanttotransactthetransferformalitiesformyhandset.CanIgettheservice?话：可以，请问是您本机办理么Certainly.Doyougettheserviceforyourownhandset?客：是Yes.话：过户双方必须同时持有效证件一起到移动自办营业厅办理Bothsidesofthetransfermusttaketheiravailablecertificationstothemobileself-helpbusinesshalltotransactittogether.客：10086可以帮我办理么Does10086transactitforme?话：很抱歉，10086不受理过户业务Sorry.10086doesn’taccepttheoperationoftransferformalities.客：这项业务收费么DoIneedtopayfortheoperation?话：过户无手续费No,theoperationoftransferformalitiesisfree.客：好的，谢谢Ok.Thankyou.话：不客气，感谢来电，再见You’rewelcome.Thanksforgivingacall.Good-bye.六、咨询撤户业务服务用语话务员：您好，很高兴为您服务Hello!Gladtogiveservicetoyou.客：你好，我的手机卡不想使用了，都要办理什么业务呢Hello!Idon’twanttousemymobilephonecardanymore.What’stheoperationIneedtotransact?话：请问是您本机办理么Doyoutransactitforyourownhandset?客：是Yes.话：可以了解一下么，是什么原因使您的手机卡不想使用了，是因为资费标准不适合您，还是我们的服务没有令您满意呢（对于拨打10086咨询撤户的客户，需询问撤户原因）MayIknowwhat’sthereasonthatyoudon’twanttouseyourmobilephonecardanymore?Doesthechargestandardmisfityou,orourservicemakesyoudissatisfied?客：都很满意，我要出国了Everythingmakesmesatisfied,butIwillgoabroad.话：撤户业务需要机主本人携带有效证件原件到移动营业厅办理，如果您在申请撤户业务的当月及前两个月内，申请了“国际漫游”业务，收取撤户押金200元，押金在两个月退还；没有申请“国际漫游”业务，收取撤户押金50元，押金在一个月退还；如果在申请撤户业务的当月及前两个月内，无任何费用产生，可不收取撤户押金Thecancelserviceneedsthesubscribertotakehis/heravailablecertificationstothemobilebusinesshalltotransactit.Ifyouapplytheinternationalroamingserviceinthemonthofapplyingthecancelserviceorintwomonthsbeforeit,youshouldpay200Yuanasdepositforthecancelservice.Thedepositwillhandbacktoyouintwomonths.Ifyoudon’tapplytheinternationalroamingservice,youshouldpay50Yuanasdeposit.Thedepositwillhandbacktoyouinamonth.Ifthere’snochargeinthemonthofapplyingthecancelserviceorintwomonthsbeforeit,youshouldn’tpaythedeposit.客：如何退还押金呢Howtohandbackthedeposit?话：需要您本人持有效证件与押金收据的原件，到移动营业厅办理退还押金Youneedtotakeyouravailablecertificationsandthereceiptofthedeposittothemobilebusinesshalltogetbackthedeposit.客：如果我不方便自己去，可以委托他人办理么Ifitisinconvenientformetotransactit,canIcommissionsomeoneelsetodoit?话：可以。委托人携带本人及机主的有效证件原件和机主的一码通密码即可办理。但是委托人不可以是外省户籍或外籍公民Certainly.Thepeoplewhogetthecommissionshouldtakehis/herandthesubscriber’savailablecertificationsandthesubscriber’sservicepinnumbertotransactit.Butthepeoplewhogetthecommissioncan’tbethepeopleofotherplacesinthecountryorthepeoplewithforeignnationality.客：我了解了Iknow.话：感谢来电，再见Thanksforgivingacall.Good-bye.七、咨询长途及优惠使用服务用语话务员：您好，很高兴为您服务Hello!Gladtogiveservicetoyou.客户：你好，我是外国人。请问打国际长途怎么收费Hello!I’maforeigner.What’sthechargestandardoftheInternationalDirectDistanceDialing?话：欢迎来到天津！请问您开通国际长途业务了么WelcometoTianjin!DoyoutransacttheInternationalDirectDialingservice?客：是的Yes.话：请问您拨打哪个国家Whichcountrydoyouwanttomakeacall?客：英国Britain.话：长途业务的计费方法是：国际长途费+本地通话费ThechargeoftheInternationalDirectDialingaddsthechargeofthelocalcallisthecountmeasureofthechargeofthelongdistancecall.国际长途费标准：0.80元/6秒，0-7点0.48元/6秒（部分国家）Thechargestandardis0.80Yuanpersecond,and0.48Yuanpersecondduring0-7o’clock.客：还有其他优惠么Arethereanyotherpreferentialoperations?话：有，您可以使用IP业务，在被叫号前加拨17951即可，优惠资费标准为：3.60元/分钟。然后需要加收本地通话费。Yes.YoucanusetheIPoperation.Youcanput17951beforethecallednumber.Thepreferentialstandardis3.60Yuanperminute.Thenyoushouldpaythechargeoflocalcall.客：这样算起来比较麻烦，有没有统一收费的Thiscountmeasureofthechargeistroublesome.Isthereanyuniformchargestandard?话：有。您可以使用12593长途优惠业务，在您所拨打的号码前面加上12593，资费标准为：2.00元/分钟，包含本地通话费和长途费。Yes.Youcanusethe12593longdistancecallpreferentialoperation.Youcanput12593beforethecallednumber.Thechargestandardis2.00Yuanperminute,includingthechargeofthelocalcallandthelongdistancecall.客：谢谢，我清楚了Thankyou.Iseeit.话：不客气，欢迎使用中国移动业务You’rewelcome.WelcometousetheoperationofChinaMobile.八、咨询随e行业务服务用语话务员：您好，欢迎拨打10086台Hello!Welcometodial10086.客户：你好，我有一台笔记本电脑，可以办理上网业务么Hello!IhaveanotebookPC.CanItransactthenetworkoperation?话：可以，请问您有无线网卡、数据SIM卡么Certainly.DoyouhavethewirelessnetworkcardandthedataSIMcard?客：有Yes.话：请问您平常都在哪里上网Wheredoyouoftentousethewebsite?客：我是外国人，住假日酒店I’maforeigner.I’mlivingintheHolidayHotel.话：假日酒店是WLAN网络覆盖区域，您可以直接使用WLAN热点服务即可上网TheHolidayHotelisintheareawhichiscoveredbytheWLAN.YoucanusetheWLANhotspotservicetolandthewebsitedirectly.客：如何操作Howtooperateit?话：首先，您需要申请密码。在手机上编辑短信“sqwlan”发送到1866即可获得密码。然后使用您的手机号码作为帐号，登陆时输入手机号码和密码即可使用，上网费记在该手机上。资费标准：0.20元/分钟First,youneedtoapplyapassword.Useyourhandsettoedittheshortmessageabout“sqwlan”,thensenditto1866,andyoumaygetthepassword.Afterwards,youcanuseyourmobilephonenumberastheaccountnumber.Whenyouloginthewebsite,youcaninputthemobilephonenumberandthepasswordtouseit.ThechargeofInternetoperationisincludedinthechargeofyourhandset.Thechargestandardis0.20Yuanperminute.客：有没有其他方法呢Arethereanyotheroperations?话：有，您还可以使用GPRS业务：是采用GPRS无线网络技术的网卡，可通过PCMCIA插槽或USB接口连接笔记本电脑或PDA。Yes.YoualsocanusetheGPRSoperation.ItusesthecardofGPRSwirelessnetworktechnology.ItusesPCMCIAplugginginterfaceorUSBinterfacetoconnectwiththenotebookPCandthePDA.客：网速在多少呢What’stheinternetspeed?话：GPRS的为速率：30-40Kbps；WLAN的为11Mbps共享TheGPRSspeedis30-40Kbps;andtheWLANspeedis11Mbpstoshare.客：好的，谢谢Ok.Thankyou.话：感谢您致电10086，祝您心情愉快Thanksfordialing10086.Iwishyouahappytime.九、查询话费时使用服务用语话务员：您好，很高兴为您服务Hello!Gladtogiveservicetoyou.客户：你好，我是外国人，可以转接英语服务么Hello!I’maforeigner.CanyoutransferthecalltoEnglishserviceforme?话：您好，欢迎来到天津！英语坐席为您服务Hello!WelcometoTianjin!TheEnglishtelephonistgivestheservicetoyou.客：你好，我想查询一下我的账户余额及本月费用Hello!Iwanttocheckthebalanceofmyaccountandthechargeofthismonth.话：我帮您查询一下，请您稍等谢谢您的耐心等待，您的账户余额大约是50元您的本月费用为100元Iwillcheckitforyou.Waitamoment,please.Thanksforyourpatientwaiting.Thebalanceinyouraccountisabout50Yuan.Yourchargeofthismonthis100Yuan.客：100元都是什么费用呢What’sthechargeof100Yuanfor?话：月基本费20元；本地通话费10元；国际长途费20元；国内漫游费20元；短信及彩信费20元；增值服务费5元；代收信息费5元Thebasicmonthlyfeeis20Yuan;thelocalcallingfeeis10Yuan;theinternationallongdistancefeeis20Yuan;thedomesticroamingfeeis20Yuan;theshortmessageservicefeeandmultimediamessageservicefeeis20Yuan;thevalueaddedfeeis5Yuan;andthechargeofcommissionedchargingofmessageis5Yuan.客：谢谢Thankyou.话：感谢您致电10086，祝您心情愉快Thanksfordialing10086.Iwishyouahappytime.十、办理业务服务用语话务员：您好，很高兴为您服务Hello!Gladtogiveservicetoyou.客户：我想开通来电显示（此处可换为其他业务）Iwanttotransacttheserviceofcallerdisplay.话：请问是您本机办理么Doyoutransactitforyourownhandset?客：是Yes.话：办理来电显示的资费标准每个月10元，您清楚么Thechargestandardofthecallerdisplayserviceis10Yuanpermonth.Areyouclear?客：清楚Yes.话：请您报一下手机号码和机主姓名Couldyoutellmethemobilephonenumberandthesubscriber’sname.客：是我的本机，号码我记得不是很清楚Thisismyownhandset,butI’mnotsureaboutthemobilephonenumber.话：抱歉，我们需要跟您核对正确方可办理Sorry.Weneedtocheckitupwithyou.Ifitiscorrect,wejustcantransactitforyou.客：让我看一下，手机号码是139****1234；姓名：TOMLetmesee.Themobilephonenumberis139****1234；andthenameisTom.话：来显功能已经为您办理好了，请您稍后试一下Thecallerdisplayservicehasbeentransactedforyou.Pleasetryitlater.客：谢谢Thankyou.话：不客气，感谢来电，再见You’rewelcome.Thanksforgivingacall.Good-bye.十一、办理国际漫游业务服务用语话务员：早上好，欢迎您拨打10086台Goodmorning!Welcometodial10086.客户：你好，过两天我要出国，有什么手续么Hello!I’llgoabroadseveraldayslater.Arethereanyprocedures?话：请问是您本机办理么Doyoutransactitforyourownhandset?客：是Yes.话：您是要去哪个国家呢Whichcountryareyougoingto?客：美国和加拿大TheUnitedStatesandCanada.话：因为美国和加拿大当地网络为三频，所以需要您租用三频制式的手机BecausethewebsiteoftheUnitedStatesandCanadaisthethirdfrequency,youneedtorentahandsetofthethreefrequencystandard.客：日本和韩国JapanandKorea.话：日本韩国均需要租机。日本为PDC制式；韩国为CDMA制式WhenyouaregoingtoJapanandKorea,youbothneedtorentahandset.TheJapanesehandsetisPDCstandard;andtheKoreanhandsetisCDMAstandard.客：租机有费用么Doestherentingofhandsethavesomecharge?话：租机分两种形式：一种是日租30元/日；一种是月租500元/月。依您漫游时间而定。目前实现租机的营业厅有南马路营业厅、河川大厦、北安桥中心厅。There’retwowaysofrentingahandset.Oneisdailyrenting,andthechargeis30Yuanperday;theotheroneismonthlyrenting,andthechargeis500Yuanpermonth.Youcanchooseaccordingtoyourroamingtime.Atpresent,thebusinesshallcanrentahandsetincludestheNanmaRoadBusinessHall、theHechuanBuildingandtheBei’anBridgeBusinessHall.客：那你现在帮我把功能开通了吧Iwantyoutotransacttheoperationformenow.话：请问您有一码通吗Doyouhavetheservicepinnumber?客：有Yes.话：请您不要挂机根据语音提示验证密码，如果密码错误系统会自动挂断（同时话务员将电话转接自动台，密码正确转回人工台）Pleaseholdon,andcheckthepasswordaccordingtothevoiceprompt.Ifthepasswordiswrong,thesystemmaycutoffautomatically.请问您贵姓怎么称呼MayIhaveyour(last)name,please?客：张三ZhangSan.话：请问你漫游的日期Pleasetellmethetimeyouwanttoroam.客：一个月Onemonth.话：国际漫游已经为您办理好了，漫游时预存的话费采取您自愿交纳形式。但建议您预存话费不低于200元/天，因为一旦发生欠费，此功能将自动取消。国际漫游话费不是实时上账，有一定的滞后时间，有可能等到您回到国内后才上账。漫游时，您可使用境外免费热线：+8613800220186。（同时话务员记录工单直接归档）Theinternationalroamingservicehasbeentransactforyou.Thepre-paidchargeduringtheroamingisaccordingtoyourwillingness.Butyou’dbettertopre-paythechargeatleast200Yuanperday.Becauseifyourtelephonechargeisoverdue,thisfunctionwillcancelautomatically.Thechargeoftheinternationalroamingservicecan’tberecordedassoonasyouusethehandset,anditmayhavesometimedelay.Maybeitwillberecordedafteryourreturninghome.Whenyou’reroaming,youcanusetheoverseasfreehotline:+861380022018.客：是，可是我是单位名称客户Yes.ButIapplyitformycompany.话：您需要准备一份加盖单位公章的开通国际漫游功能的申请信，及经办人的身份证复印