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

Matching_MjMzNDA=

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?

Download

Worksheet81.85 KB

Try another listening

Language level

B1 Intermediate

Yes, we used to do favours to our clients especially for the important ones ,as we work all the time with them we have to deal with this kind of situations but at the same time we must manage not to cause losses for our firm.

Yes, I think that If you won’t have problems in your company you can help a customer.

We are in living in human society so most of people depand on others people ,it's quite normal someone asking a favor so we have to make sure we help right person and check what is the circumstances he has ,our small assistance can be provide him good condition.

In first, I have see what kind of favor, because I can not break company rules, and second, sometimes I do it if it is possible.

Bismillaah. I've never done an extension to a customer because I'm still a student. I usually give an extension or exception to my friends when we have to do something in a group.

Hello, If we want to succed in the marketing and improuve the cash flow of the company we must to do favours or make exceptions for important client.But in the public service company is not possible because all their customer are equals, all customer is important for us and the rules must be respected.

I work as a headnurse in an Italian hospital. Patients and collaborators often ask me for favors, but it is not Always possible make exception to the established rules. You must pay attention to the specific situation, you must also compare yourself with the hierarchical superiors. not Always doing a favors matches the patient's good. Furthermore, if you do a collaborator's favor , you must then do it to everyone else to be fair

Doing favors and helping is part of my way of living with others in everyday life. I saw 2 children waiting to be collected by their carer who was unusually late. As I had their parents phone number, I called their mother who was sick and unable to pick up her children. She had asked a nanny to collect them but didn't notice that the nanny texted her to say that her son had a car crash and had to rush to the hospital to be with him. I offered to take the children at home with me and look after them until their dad finishes work and come and pick them up.

I believe everyone has made a favour to someone. The world need more humbled people who are willing to helps. Everyone should help each other in those suffering situation because one day you will stand there begging someone typo help you out.

I think we should do favours at least some time in our life. Everyone is expected to face some unanticipated circumstances in life, so when we help other people out that is something very important. Indeed, we should be careful while doing a favor because some people are not honest. As result, this could bring about adverse effects in our life.