In order to solve all kinds of problems and difficulties you encounter in using China Unicom's business and meet your diversified and personalized service needs, China Unicom has adopted advanced call center technology and set up a 100 10 toll-free customer service hotline and1001phone bill all over the country. Through the "100 10" and "1001"hotlines, you can get multi-faceted customer service, and "100 18" can also serve China Unicom.
The call center 100 10 and1001service hotline provide you with 24-hour free service, which is your link with China Unicom and your trustworthy friend. At the same time, our friendly customer service representative will provide you with the first question responsibility system, and through closed-loop and standardized processing flow, ensure that your questions are answered within the agreed time limit and realize your service promise. We have also established a fast service channel for VIP customers and big customers, and selected excellent customer service representatives with rich experience and excellent skills as VIP service professionals to provide more efficient and high-quality services.
Call the "100 1 1" phone bill inquiry hotline and follow the voice guidance to know your phone bill. You can also dial "10 190 1", and we will send a specific phone bill message to your mobile phone.
You can call the customer service hotline "100 10" and follow the voice guidance to enjoy the services provided by our customer service representative, such as business consultation, business self-service acceptance and complaint reporting.
Call the "100 18" customer club hotline, and you can enjoy membership services such as communication, business travel, leisure, entertainment, tourism, finance, insurance and transportation, and experience an extraordinary and distinguished life.
If you are a new user, you will receive a short message greeting when you turn on the phone for the first time: "Dear users, welcome to become a user of China Unicom."
In order to facilitate your domestic travel, we have launched a family service project. When you enter other provinces, you will receive a short message "Dear users, welcome to * * province", and remind you that you can call 100 10 to get the service of the local customer service center and the hotel reservation number "10/kloc-91".
In order to facilitate your overseas travel, we have set up a free international roaming customer service hotline "0086130101nine thousand nine hundred and ninety-nine". When you dial this number overseas, you can learn about the opening situation, coverage, tariff standard, dialing method, customer service phone number and other consulting information of the mobile operator in your country or region, and can also help you deal with urgent affairs such as communication problems encountered abroad.
Brief introduction of customer service hotline
First, customer service telephone introduction
Number Customer Service Hotline Name Service Item
100 10 customer service hotline: business consultation, business acceptance, complaint reporting and various manual services.
Complaint reply, user return visit, retention and maintenance, telemarketing
100 1 1 Telephone bill inquiry hotline, password modification, payment recharge and fax details.
100 18 customer club service hotline members' basic service information inquiry, special service item inquiry, special service item acceptance and other club services.
13010199999 international roaming customer service hotline business consultation, complaint handling and emergency service.
Second, the basic service content
1, phone bill inquiry
Provide query services for all services of China Unicom, such as current phone bill inquiry, balance inquiry, total and detailed monthly phone bill inquiry, detailed monthly phone bill inquiry and arrears inquiry.
2. Transaction negotiation
Provide all services of China Unicom, such as network coverage, business introduction, business handling, tariff standards, new services and major customer services.
3. Commercial acceptance
Accept business acceptance services, such as reporting downtime, business opening/closing, etc. No identity documents are required, and cash transactions and bank transfers are not involved.
4. Complaint statement
Accept users' complaints and suggestions on the network status, call quality, roaming problems, telephone charges disputes, service quality and work improvement of Unicom's various telecommunications services.
5, the user pays a return visit
Provide customer complaints, reports and replies, user consultation and other active call-out services.
Third, quality service picks up brocade.
1, various ways, convenient and quick.
10010,1001,18 can meet the different communication needs of customers respectively.
◆ The customer service center accepts customers' comprehensive service requirements such as business consultation, bill inquiry, complaint declaration, business acceptance, payment reminder and emergency service by telephone, fax, e-mail and letter.
◆ Provide efficient and high-quality services for China Unicom's mobile, data, long-distance and Internet users by establishing fast track and setting up special service seats.
2. Comprehensive customer service
Users in Unicom can dial the customer service number for free, and the customer service number plus the long-distance area code can enjoy off-site service. Customers of China Mobile, China Telecom and China Netcom can also get Unicom's high-quality customer service by calling the customer service number.
3, the first question response system
After the customer dials "100 10" to access Unicom's customer service center to make a service request, the customer service center will be responsible for accepting it, and through closed-loop and standardized processing flow, the customer's questions will be answered within the agreed time limit to realize the promised service.
4. Family services
◆ After the new user's mobile phone is officially opened, the system will automatically dial the user's phone, prompting: "Dear users, welcome to become a * * * user of China Unicom." When a user roams across provinces and enters a new province for the first time, the system automatically sends a short message: "Dear users, welcome to * * province."
5. Check the phone bill by SMS
Users dial 1090 1, and the system will automatically reply the result (in the form of SMS). The charge is 0. 1 yuan/piece.
6. Customer Club Services
Through the service hotline, members of China Unicom Customer Club can enjoy various internal and external information services such as communication, business travel, leisure, entertainment, tourism, finance, insurance and transportation, get more professional, personalized and differentiated services, and experience an extraordinary and distinguished life.
7. International roaming (overseas) service
When customers roam internationally, call the toll-free international roaming customer service hotline "008613010/nine thousand nine hundred and ninety-nine", and the customer service representative will directly provide information consultation on the operators in their countries or regions, their opening conditions, coverage, tariff standards, mobile phone terminals, dialing methods, customer service numbers, etc., and help users deal with communication problems and emergency affairs other than communication.
Fourth, the service commitment.
1.24 hours service
2. Time limit for consultation processing: immediate processing.
3. Time limit for query processing: no more than 5 minutes.
4. Time limit for human agent to answer.
5. The average connection rate of manual stations is > 85%
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