A1Beginner222 words · 3 min
A call to customer service
Tomás's internet has stopped working. He calls customer service, waits, then follows an employee's instructions.
The text
Tomás vient du Chili et il habite à Longueuil depuis trois semaines. Ce matin, l'internet ne marche pas : la petite lumière de la boîte est rouge. Tomás travaille à la maison, alors il a besoin d'une connexion. Il cherche le numéro du service à la clientèle sur sa facture et il compose le numéro.
Une voix automatique parle vite et lui dit de faire le un pour le service en français. Tomás appuie sur la touche et il attend. Enfin, quelqu'un répond. La personne se présente : elle s'appelle Josée, et elle demande comment elle peut aider Tomás.
Tomás explique que son internet ne fonctionne pas depuis ce matin et que la lumière est rouge. Josée lui demande son nom et son adresse. Tomás épelle son nom lentement, et Josée cherche son dossier. Elle demande si la boîte est bien branchée, et Tomás répond que oui.
Josée lui dit alors de débrancher la boîte, d'attendre un moment et de la rebrancher. Tomás suit les instructions. Il attend, et la lumière devient verte ! Il dit que ça marche. Josée lui demande s'il a d'autres questions, et Tomás répond que non et la remercie.
Tomás raccroche. Il n'est pas très à l'aise au téléphone en français, mais aujourd'hui, il est content : il comprend, et on le comprend. Il ouvre son ordinateur et commence sa journée.
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Tomás is from Chile and has lived in Longueuil for three weeks. This morning, the internet is not working: the little light on the box is red. Tomás works from home, so he needs a connection. He looks for the customer-service number on his bill and dials the number.
An automated voice speaks fast and tells him to press one for service in French. Tomás presses the key and waits. Finally, someone answers. The person introduces herself: her name is Josée, and she asks how she can help Tomás.
Tomás explains that his internet has not been working since this morning and that the light is red. Josée asks for his name and address. Tomás spells his name slowly, and Josée looks up his file. She asks whether the box is plugged in properly, and Tomás answers that it is.
Josée then tells him to unplug the box, wait a moment and plug it back in. Tomás follows the instructions. He waits, and the light turns green! He says that it works. Josée asks if he has any other questions, and Tomás answers that he does not and thanks her.
Tomás hangs up. He is not very comfortable on the phone in French, but today he is happy: he understands, and people understand him. He opens his computer and starts his day.
Underlined words are in the glossary: tap one for its definition.
Comprehension questions 4
1. Pourquoi Tomás appelle-t-il le service à la clientèle ?（Why does Tomás call customer service?）
Answer : Parce que son internet ne fonctionne pas et la lumière de la boîte est rouge.
2. Où trouve-t-il le numéro de téléphone ?（Where does he find the phone number?）
Answer : Sur sa facture.
3. Qu'est-ce que Josée lui demande de faire avec la boîte ?（What does Josée ask him to do with the box?）
Answer : La débrancher, attendre un moment, puis la rebrancher.
4. Comment se sent Tomás à la fin de l'appel ?（How does Tomás feel at the end of the call?）
Answer : Il est content : il comprend et on le comprend.
Grammar point in this text
Practise speaking
Le téléphone et les communicationsPhone and communications
Calling a service, leaving a message, talking online — the French of communications.
Dialogues on the same theme. They open on the dialogue page.
The tasks where this French will help
Put these dialogues into practice in real life.
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