Bonjour ! Welcome back to your French lesson.
In our last session, you mastered the futur proche to clearly state the next immediate action you will take, like "Je vais vérifier votre connexion." This is a crucial first step. Today, we'll build on that foundation to make you sound even more professional and proactive.
This lesson focuses on explaining the actions you are taking on your end to resolve an issue. Instead of just saying what you're going to do, you will learn how to describe what you are doing and how to use powerful phrases that reassure the customer and show you are in control of the situation. This will help you manage the call flow and build trust with the customer.
1. Describing an Action in Progress: être en train de
While the futur proche ("Je vais faire...") tells the customer what's next, you also need to describe what you are doing right now. A perfect structure for this is être en train de + infinitive verb. It's the direct equivalent of saying "I am in the process of..." or "I am currently doing..." in English.
The structure is simple:
Subject + conjugated être (to be) + en train de + infinitive verb
Let's review the present tense of être:
- Je suis (I am)
- Vous êtes (You are - formal)
- Nous sommes (We are)
Here's how you can use it in a call:
- Instead of: "Je vérifie votre dossier." (I check your file.)
- Use this for clarity: "Je suis en train de vérifier votre dossier." (I am in the process of checking your file.)
This small change makes it very clear to the customer that you are actively working on their problem at that exact moment.
More examples for your work context:
- Je suis en train de lancer un diagnostic à distance.
(I am currently running a remote diagnostic.) - Nous sommes en train de consulter la base de données.
(We are in the process of consulting the database.) - Je suis en train de créer un ticket pour votre problème.
(I am creating a ticket for your issue.)
Test your understanding!
A customer is on the line while you work. How would you tell them what you are doing right now in French?
- I am looking at your account information. (to look at =
regarder) - I am rebooting the system. (to reboot =
redémarrer) - We are analyzing the test results. (to analyze =
analyser)
Show answer
- Je suis en train de regarder les informations de votre compte.
- Je suis en train de redémarrer le système.
- Nous sommes en train d'analyser les résultats du test. (Note:
debecomesd'before a vowel)
2. Sounding Proactive: Key Customer Service Phrases
Now that you can describe an ongoing action, let's learn some key phrases that show you're taking ownership of the customer's problem. The words you choose can change a customer's perception from "This person is just following a script" to "This person is actively helping me."
The following resource is a goldmine of professional phrases. We will focus on those that help you explain your actions and build confidence.
30+ phrases de service client pour un support professionnel
The article '30+ phrases de service client pour un support professionnel' from Promova provides excellent examples of proactive and reassuring language. We will focus on the phrases that show you are taking action.
Please read the phrases under these headings: 'Phrases pour demander au client de patienter' 'Phrases pour dire que vous ne connaissez pas encore la réponse' 'Phrases pour escalader les préoccupations du client' 'Phrases pour générer la confiance et démontrer la responsabilité' Finally, pay close attention to the table at the end, 'Mots d'impact vs. phrases passives'. It shows powerful alternatives to common, less effective phrases.
3. Core Phrases for Explaining Your Actions
From the resource you just read and our lesson goal, here are the most important phrases to add to your toolkit. Let's group them by function.
A. Taking Ownership and Reassuring the Customer
These phrases are great to use right after the customer explains their problem. They show you're ready to help.
- Laissez-moi voir ce que je peux faire pour vous.
(Let me see what I can do for you.) - Je m'en occupe pour vous tout de suite.
(I'll take care of this for you right now.) - Je peux certainement vous aider avec ça.
(I can definitely help with that.)
B. Describing Your Investigation Process
Use these to narrate what you are doing on your end. This keeps the customer informed and prevents silence on the line. You can combine them with the futur proche (from our last lesson) or être en train de.
- Voici ce que je peux faire : je vais lancer un test.
(Here's what I can do: I'm going to run a test.) - Je vais personnellement enquêter sur cela.
(I'll personally investigate this.) - Je suis en train de vérifier auprès de notre équipe technique.
(I am in the process of checking with our technical team.)
This table, inspired by the one in the resource, shows the difference between passive and active language. Always aim for the "Impactful Alternative".
| Passive Phrase (To Avoid) | Impactful Alternative (To Use) | Why it Works |
|---|---|---|
| "On va regarder." (We'll look into it.) | "Je vais personnellement enquêter sur cela." | Shows personal responsibility and urgency. |
| "Je vais essayer d'aider." (I'll try to help.) | "Je vais m'assurer de résoudre ce problème." | Shows commitment to a solution, not just an attempt. |
| "Je ne sais pas." (I don't know.) | "C'est une bonne question, laissez-moi chercher." | Turns uncertainty into a proactive search for an answer. |
4. Putting It All Together: Mini-Dialogue
Let's see how these phrases work in a short conversation.
Scenario: A customer's internet connection is down.
-
Client: "Bonjour, ma connexion internet ne fonctionne plus du tout. C'est très urgent."
(Hello, my internet connection isn't working at all. It's very urgent.) -
Your Response (Agent):
"Je comprends tout à fait. Laissez-moi voir ce que je peux faire pour vous. Un instant... Je suis en train de vérifier l'état de votre ligne. ... D'accord, je vois une alerte sur votre dossier. Voici ce que je vais faire : je vais lancer un diagnostic complet pour identifier la source du problème. Je m'en occupe tout de suite."
(I completely understand. Let me see what I can do for you. One moment... I am currently checking the status of your line. ... Okay, I see an alert on your file. Here's what I am going to do: I am going to run a full diagnostic to identify the source of the problem. I'm taking care of it right away.)
Analysis of the response:
- You start with empathy ("Je comprends").
- You take ownership ("Laissez-moi voir...").
- You explain your current action ("Je suis en train de vérifier...").
- You clearly state the next step ("Voici ce que je vais faire...").
- You end with a final reassurance ("Je m'en occupe...").
This is a perfect example of guiding the customer by explaining your actions clearly and professionally.
Conclusion
Excellent work today! You've learned how to move beyond simply stating a future action and can now expertly explain the entire process of how you are resolving a customer's issue.
Key Takeaways:
- Use
être en train de+ infinitive to describe an action that is currently in progress (e.g., "Je suis en train de vérifier..."). - Start your interaction with proactive, reassuring phrases like "Laissez-moi voir ce que je peux faire" or "Je m'en occupe tout de suite."
- Narrate your actions to keep the customer informed, using phrases like "Voici ce que je vais faire..."
- Choosing active, impactful language builds trust and shows the customer you are committed to finding a solution.
Preview of the Next Lesson:
Now that you know how to tell the customer what you're doing, the next logical step is to learn how to politely ask them to wait while you do it. In our next lesson, we will focus on the key phrases for this, such as "Veuillez patienter un instant." This will complete your ability to manage the call flow while you perform technical checks.
À la prochaine