A phone call from a customer

Listen to the phone call from a customer to practise and improve your listening skills.

Do the preparation task first. Then listen to the audio and do the exercises.

Preparation

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Transcript

Junko: Hello, Junko Mori speaking. How can I help you?

Andrea: Hi, Junko, it's Andrea here from Red Band. I'm calling about our latest order.

Junko: Everything arrived OK, right? We got the delivery confirmation at our end.

Andrea: Yes, everything's fine with the order. I'm calling about the invoice and the payment terms. I need a favour.

Junko: A favour? What do you need?

Andrea: This is a little, er ... difficult, but I need an extension on the payment terms. I know they're usually 30 days, but we're having some cash flow problems. You'd really be helping us out if you could extend it to 60 days.

Junko: I'm not sure if I can do that, Andrea. We've got regulations at our end, and also have to manage our own cash flow.

Andrea: I promise this won't become the norm, Junko. Actually, I also want to place another new order. The same size order as last time. It's for an important customer and they pay on delivery.

Junko: I see. So your cash flow problem will be solved after this new order is delivered.

Andrea: Exactly.

Junko: That sounds good. Hold on, Andrea. Let me see what I can do. Yes, I think we can make an exception this time.

Andrea: That's great, Junko. I appreciate your help.

Junko: And we appreciate your business, Andrea. It works both ways.

Andrea: Thanks again, Junko. Can you send me a quick email confirmation of the payment terms extension?

Junko: Sure, no problem. We're happy to help you.

Andrea: Great. And I'll email you the new order.

Junko: Thanks. I'll keep an eye out for it. Talk to you soon.

Andrea: You too. Goodbye.

Task 1

Exercise

Task 2

Exercise

Discussion

Do you ever do favours or make exceptions for important clients?

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Language level

B1 Intermediate

That's a good relation between supplier and customers.

In my opinion a Rule is a Rule and a supplier should not make exceptions for customers even important customers

well,yes i usually do it.most of the times i try to understand my clients situations and possible problems,and make some exceptions for them.for example if they have difficulties to pay i can consider an extension on payment terms for them.in fact sometimes i think i am doing it more than i should. ;)

Responding to requests for favors from others is a pleasure. I ‘d like to help others if the rules allow me and it doesn't trouble me. Have you ever had trouble helping others?

Yes of course , sometimes I give exceptions for my clients . sometimes I do some repairs for their cars for free . It is allowed to do so in my company as a customer satisfaction .

Yes, I have made exceptions for some important customers several times because the profit made from their business is a big partial of our annue earnings. Meanwhile, certain conditions are made clearly to give these exceptions like exact date being made for the customer to make payment, or our cashflow will have trouble.

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