A phone call from a customer

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

Instructions

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

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.

Discussion

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Average: 4.1 (13 votes)

Yes, sometimes. It depends on the situation. I mean if the client is okay with his business, we will not agree with him to give an extension. But if he is in trouble, we will help you as soon as we can.

Submitted by Tania_p on Fri, 03/12/2021 - 15:41

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Sometimes I could make exceptions in special cases, however I think it is important to know that all clients should be treated with the same respect and the same kindness.

Submitted by krislo on Thu, 02/12/2021 - 22:15

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It is a situation, it was solved for the supplier, and he offer a excellent service, giving solutions to the customer, it may have helped in a future to keep a loyalty customer.

Submitted by isa19colombia on Thu, 02/12/2021 - 22:11

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Yes, but only with exceptions that are appropriate and do not affect the company. Sometimes it is good to consider certain exceptions, as there may be justified inconveniences and it is not bad to provide help, since at some point you could be in a similar situation

Submitted by JariMariE on Thu, 02/12/2021 - 21:15

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Mariana Estacio
I don't know, I think that I would, because I think that's not a good way, we have to try to do the same with all the clients we have, but you need to do a favor, that's fine.

Submitted by AngieVMejia on Thu, 02/12/2021 - 21:15

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Hello, sometimes I have worked in customer service at clothes store and might the last size available fits for any special client that can't go to buy it that day, so you can do a favor saving that clothe and not offering to others.

Submitted by josua0317 on Thu, 02/12/2021 - 20:33

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Yes I do, but sometimes it's a bit hard to do. Because it needs to be approved according to company's terms.

Submitted by tomytree22 on Tue, 30/11/2021 - 17:51

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Yes I've applied some consideration for important clients , I'm a web programmer and sometimes there could exist a client with flow cash inconvenients They'll appreciate the consideration and you could build loyalty relationship

Yes i have done some exceptions for important clients like give them the possibility of paying when they receive the product, instead of paying before. I do this because i trusth them and i know after this favor they will make a new order.

Sometimes I have done this types of exceptions at my job, but that it depends. This types of favors is only consider to loyal customers, business that we know that could responses for the payment and keep these words.