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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、13800138000服务热线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，、只需购买神
