A phone call from a customer

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.


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.


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Average: 4.4 (302 votes)
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Submitted by walidel7 on Sun, 12/01/2020 - 17:13

I am very happy when I can listen to the recording and answer 100% correctly , my progress in English incredible. In 2019 i was set plan to passing IELTS exam but unfortunately I didn't achieve my goal because I am prepare my dissertation in pediatric nursing and my title is "Medication errors in pediatric hospital, main causes and leading factor and attitude and report from nurses opinion. I hope to every one here to achieve his dreams in 2020 . Much appreciated to British council for helping us. kind regards

Submitted by RuthY on Mon, 06/01/2020 - 18:10

Yes, I do when necessary.

Submitted by itsyahya_wc on Wed, 01/01/2020 - 17:21

In my idea, all of us should support together in each field.

Submitted by Fikymaulana on Sat, 28/12/2019 - 08:28

When I was a Credit Marketing Officer in finance company. Sometimes I need to assist my costumer, particulary the customer which I have known for a long time and they are had good payment. I had paid my costomer instalment with my cash. Definitly, My costumer paid back my money after several time.
Profile picture for user Dieudonné

Submitted by Dieudonné on Sun, 15/12/2019 - 17:51

I remember when I was a seller, I made sometimes some favors to my customers whether giving them an extension or reducing the bill; it is with this mind you can keep your best customers and even more develop your business. I think that the favors sometimes strengthen our community life and make us to be closer.

Submitted by Oanhtran on Wed, 11/12/2019 - 01:18

I think that we could accept the special case to solve problem for customers. But important thing is we ensure to control the risk. with that way , we could build strong cooperation with customer.

Submitted by Naveen Joshi on Thu, 28/11/2019 - 14:33

yes, I would make an exception to an important client because it's good for business to have loyal clients and it will also build a good trust & communication between the client and company.

Submitted by Maksmatt on Mon, 25/11/2019 - 10:48

Yes, I often make exceptions for clients, but it depends on if I know the person well. If I don't know the person good enough I'll follow the regulations.

Submitted by Albert4321 on Sun, 24/11/2019 - 13:54

As far as im concerned i have already been learning English for 2 years.I know grammar part on high level but,ufortunately,i didnt pay attention to learning new words.I regret it

Submitted by Chewlim on Tue, 12/11/2019 - 22:09

In my view, for any business, there are always exceptions occasionally, it is usually for customers' loyalty, on the other hands, it is also an important business strategy. But the key is how to manage and access the risk.