10086_ 服务用英语

1、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1、 咨询入网业务服务用语2、 咨询资费标准使用服务用语3、 咨询缴费业务服务用语4、 咨询停/开机及补卡业务服务用语5、 咨询过户业务服务用语6、 咨询撤户业务服务用语7、 咨询长途及优惠使用服务用语8、 咨询随e行业务服务用语9、 查询话费时使用服务用语10、 办理业务服务用语11、 办理国际漫游业务服务用语12、 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

2、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、用户的意见与建议11、常用业务单词和词组12、手机菜单中英文对照第四节 中国移动公司简要介绍第五节 天津移动各品牌资费标准1、 全球通2、 动感地带3、 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 1 0 0 8 6礼 貌 服 务 用 语一、问候语1. 您好！很高兴为您服务！Hello! Glad to give service to you!2. 您好！我能为您做点什么？Hello! What can I do for you?3

3、. 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! Welcome to dial 10086!二、应答语1. 是的 Yes.2. 好的 Ok.3. 可以 Certainly.4. 我帮您查询一下，请您稍等 Ill check it for you. Please hold on.5. 您好，系统还在查询，请您稍等Hello, the system is still on checking. Wait a moment, please.6. 谢谢您的耐心等待Thanks for your patient waiting. 7. 这是我们应该做的That

4、is we should do.8. 我这样理解您看是否正确I think it may be like this. Is it right?三、请求语1. 请问您咨询什么业务Which service do you have question on?2. 请问您办理什么业务Which service would you like to get?3. 请问是您本机办理业务么Do you get the service for your own handset?4. 请您报一下手机号码好吗5. previous attempt to restore the hostCould you tell

5、me your telephone number?6. 请问您贵姓怎么称呼（本机）May I have your (last) name, please?7. 请问机主贵姓怎么称呼（非本机）Whats the (last) name of the subscriber?8. 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Could you tell me the number of your valid documents?9. 请问您有一码通（密码）吗Do you have the service pin number?10. 请您不要挂机根据语音提

6、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） Please hold on, and check the password according to the voice prompt. If the password is wrong, the system may cut off automatically.11. 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 . , you may dial . to check. Im going to switch you to there, ok?客户同意：请您收听查询结

7、果/按提示音办理 Please listen to the checking result, and do it according to the voice prompt.12. 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The checking result/ The service you are inquired will be sent to your handset by short message. Please pay attention to see it. 13. 请您告诉我服务代码，我帮助您取消，请您注意退订的短信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、感谢语1. 不客气 Youre welcome.2. 谢谢 Thank you.3. 非常感谢 Thank you very much.4. 感谢您对于我工作的肯定 Thanks for approving my work.5. 谢谢你的建议 Thanks for your advice.6. 感谢您对我公司提出的宝贵意见 Thanks for your valuabl

9、e advice to our company.7. 多谢您的合作 Thanks for your cooperation.8. 祝你在中国期间过得愉快 I hope you will enjoy your stay in China.9. 祝您身体健康 Good health.10. 祝您好运 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、道歉语1. 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, the 10086 is busy now,

10、 so you may wait in order. Please excuse for keeping you waiting for a time.2. 对不起，我听不到您的讲话，请您挂机后重新拨打Sorry, but I cant hear you. Please hang up, and dial again.3. 对不起，我听不清您的讲话，我将为您回拨服务Sorry, but I cant hear you clearly. I will call you back later.4. 对不起，我没听清您的讲话，您能再重复一遍吗？谢谢Sorry, but I didnt hear yo

11、u clearly. Could you repeat it again? Thankyou.5. 对不起，请您声音大一些好吗？谢谢Sorry. Please speak louder. Thank you.6. 对不起，我没说清楚，请允许我再说一遍好吗Sorry. I didnt say it clearly. May I say it again?7. 实在抱歉，刚才我的解释有些欠缺，应该是Sorry. My explanation was deficiency, and it should be.8. 对不起，打断您一下可以么Sorry. May I interrupt you?9. 您

12、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. 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. In order

13、to protect our clients privacy and legality rights and interests, we cant offer this service. Please understanding.11. 如无咨询，请挂机Please hang up if you have no question. 六、结束语1. 您还需要什么帮助？再见！Do you need something else to help? Good-bye.2. 感谢来电 再见Thanks for calling. Good-bye.3. 客户表示感谢，话务员一定要回应客户：不客气，您还需要

14、什么帮助，再见Youre welcome. Do you need something else to help. Good-bye.4. 不客气，感谢来电，再见Youre welcome. Thanks for calling. Good-bye.5. 欢迎您使用中国移动业务Welcome to use the operation of China Mobile.6. 感谢您致电10086，祝您心情愉快Thanks for dialing 10086. Wish you a good time.7. 祝您晚安Good-night.8. 祝您工作顺利（自创亲切、迎合客户心理的结束语）I wis

15、h you every success in your work.七、祝愿语1、开头语 您好 新年快乐 Hello! Happy New Year! 您好 春节快乐 Hello! Happy Spring Festival! 您好 节日快乐 Hello! Happy Holidays! 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) I wish you a happy new year.(good health、a happy year) 祝您 万事如意 I wish you all the best. 祝您 节日快乐，阖家团圆 I wish

16、 you a happy holiday/ a family reunion. 祝您 生日快乐 Happy birthday to you.第 二 节 1 0 0 8 6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! Glad to give service to you.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？What should I do if I want to apply for a card of China Mobile?话：请问您是为自己办理入网么？Do you apply for your own ha

17、ndset?1、 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，如何办理呢If I am a people with foreign nationality, what can I do?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You need a subscriber of Tianjin China Mobile or your

18、 company to be the guarantee.客：如何担保呢How to guarantee?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：我的公司可以担保么Can my company guarantee?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. 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，我帮朋友咨询No, I inquire for my friend.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

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，如何办理呢My friend is a people with foreign nationality, and how can he get theservice?话：很抱歉，外籍公民不能委托他人办理入网业务Sorry. The people with foreign nationality cant commission other people to get the

22、 service.3、客：不是，我们单位要购买卡，如何办理呢No, our company wants to buy the cards. How to get the service?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，非常感谢I know，thank you very much.话：不客气，欢迎您使用中国移动业务Youre welcome. Welcome to use the operation of China Mobile.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! Glad to give service to you.客户：可否给我介绍一下你们的资费产品Could you give me some introduction about the charge of your products?话：可以，请问您对产品有什么要求么Certa

25、inly! Whats your requirement about the products?1、客：没有，我只是想了解一下 No, I just want to know something about it.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Ok.话: 网址已经发到您的手机上，请您注意查看The address has been sent to your handset. Please pay attention to see it.2、 客：有，我经常在京津两地漫游Yes, I always need the roaming service between Beijing and Tianjin.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。

27、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。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：那这种卡是如何收费的呢Whats the charge standard of this card?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We have the general voice introduction about the charge of this product. May I connect you to it?客：好的Ok.话：请您不要挂机收听咨询介绍Please hold on, and listen to the introduction

30、.三、咨询缴费业务服务用语话务员：您好，很高兴为您服务Hello! Glad to give service to you.客户：我想给手机交费，不知道都可以通过什么方式呢I want to pay the charge of my handset. But I dont know in which way I can pay it.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：听说有一种业务，用户不出门就可以交费真的是这样么I have heard an operation that the subscriber can pay the charge without going out of home.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. 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，谢谢I know. Thanks.话：不客气，欢迎您使用中国移动业务Youre welcome. Welcome to use the operat

35、ion of China Mobile.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. Welcome to dial 10086!客户：我的手机丢失了！现在该怎么办呢I have lost my handset! What can I do now?话：您先不要着急，请问您的手机是在本市丢失的么Dont worry! Have you lost your handset in the city?1、 客：是的Yes.话：请您报一下手机号码Please tell me your mobile phone number.客：139*1234139*1234话：

36、请问您贵姓怎么称呼May I have your (last) name, please?客：张三ZhangSan.话：请问您有一码通么Do you have the service pin number?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）Please hold on, and check the password according to the voice prompt. If the password is wrong, the system may cut off automatically.

37、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，我现在正在外地出差No, I am on business in other places in the country

38、.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。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，客户名：张三；证件号：120；联系方式：1234；最

39、后三次通话记录：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: .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：我还想使用原来的号码可以么Can I use the mobile phone number that I have used before?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! You can take your available certification to the mobile business hall to get the card make-up service.客：但我手机中还

41、有费用，办理完补卡后原来的费用还有吗But my handset still have some charge. Does my handset still have the charge after card making-up?话：可以使用，补卡不影响您的手机中的费用You can still use the charge. Making-up the card will not affect the charge in your handset.客：办完补卡后，拾到我手机的人能否打电话呢After the card making-up, whether the people who pi

42、ck up my handset can use it to make calls?话：不可以，当您办完补卡后，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：如果我不方便办理补卡，能否委托他人帮我办理If it is inconvenient for me to get the card make-up, can I commission other people to do it for me?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

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：谢谢Thank you.话：不客气，感谢来电，再见Youre welcome. Thanks for giving a call. 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! Welcome to dial 10086!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! I want to transact the transfer formalities for my handset.

45、Can I get the service?话：可以，请问是您本机办理么Certainly. Do you get the service for your own handset?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可以帮我办理么Does 10086 transact it for me?话

46、：很抱歉，10086不受理过户业务Sorry. 10086 doesnt accept the operation of transfer formalities.客：这项业务收费么Do I need to pay for the operation?话：过户无手续费No, the operation of transfer formalities is free.客：好的，谢谢Ok. Thank you.话：不客气，感谢来电，再见Youre welcome. Thanks for giving a call. 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!

47、 Glad to give service to you.客：你好，我的手机卡不想使用了，都要办理什么业务呢Hello! I dont want to use my mobile phone card any more. Whats the operation I need to transact?话：请问是您本机办理么Do you transact it for your own handset?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）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：都很满意，我要出国了Everything makes me satisfied, but I will go abroad.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

49、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：如何退还押金呢How to hand back the deposit?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，可以委托他人办理么If it is i

52、nconvenient for me to transact it, can I commission someone else to do it?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. 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.话：感谢来电，再见Thanks for giving a call. 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! Glad to give service to you.客户：你好，我是外国人。请问打国际长途怎么收费Hello! Im a foreigner. Whats the cha

54、rge standard of the International Direct Distance Dialing?话：欢迎来到天津！请问您开通国际长途业务了么Welcome to Tianjin! Do you transact the International Direct Dialing service?客：是的Yes.话：请问您拨打哪个国家Which country do you want to make a call?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.国际长途费标准：0.80元/6秒，0-7点0.48元/6秒（部分国家）The charge standard is 0.80 Yuan per second, and 0.48 Yuan per second during 0-7 oclock.客：还有其他优惠么Are there any other preferential operations?话：有，您可以使用IP业务，在被叫号前加拨17951即可，

56、优惠资费标准为：3.60元/分钟。然后需要加收本地通话费。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：这样算起来比较麻烦，有没有统一收费的This count measure of the charge is troublesome. Is there any uniform charge standard?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. 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