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

Yes I Agree. Sometimes when the customer and clients trust each other you can give a credit for payments.

yes, when I was at the courier service, I made sometimes exceptions for our regular clients, we didn't take signature on confirmation file if they were busy that time, then next time they signed it for us and previously one also.

At first, i made an exception several times in different aspects including invoice,payment,delivery and design then it became a norm and we change our business model to customization platform. We made a new regulation to solve our cash flow problem which benefit both sides.

Yes, when I worked in the company, I have ever made exception for important customers.

I do believe that exceptions in such transactions could be useful and could encourage lots of customers to deal with such supplier due to the flexibility in his delivery’s terms conditions which ensures exceptions like an extension on the payment terms for someone who bought already something from such supplier

Well, if it is an important client, you can make an exception for sure, however, you need first to check with your boss and verify if you are entitlement for approving such requests.

when I was a waitress of my part-time job. there was a guest asked me to keep how much he ate in my money then he will pay back later. there was really funny because he already paid for it while I was ordering his meal.

Is this a transport logistics?

I don't work with clients so I've never been in the situation which were necessary make an exemption.

No I have never done favours for clients or customers because I dont work with them directly.