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 (14 votes)

Submitted by Samah Hasan on Mon, 04/04/2022 - 21:28

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I think exception mean that we use it rarely and if situation is really critical so agent should be clever to determine when he can make exception for customer

Submitted by dongol4u on Sat, 02/04/2022 - 12:03

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From working experience, our client always ask me to give them an exception on payment terms. But in this case I noted that it is the first time Andrea asked for an exception. If it my decision I think I will approve on his exception.

Submitted by Chris Evan on Fri, 01/04/2022 - 09:52

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I have not done favours and exceptions for clients cause I'm a student and I've never done any works or part time.But I think,i will give favours to our important costumers and our trusted customers.

Submitted by siavash on Sat, 26/03/2022 - 17:39

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Haaa, This reminded me of my biggest problem at work, our customers always bargain on extending the payment time. They are always late and sometimes bring some excuses that make it worse, because believing on them makes us somehow stupid!!!

Submitted by Christygo on Fri, 11/03/2022 - 08:42

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From the tone of their conversation, we can infer that Andrea is a regular and important customer. And I think the supplier gave him a favor not only because he is an important client and he is trustworthy but because this decision would not cause any problem. so what I mean is that I will do a favor for my client if the conditions permit. It depends.

Submitted by sunomo on Wed, 02/03/2022 - 00:25

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Yes, of course. You need to form good and trustworthy relationships with permanent customers. In this case they will call your company again and place a new order.

Submitted by eunocanada on Thu, 17/02/2022 - 00:54

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I worked in customer's service, and sometimes I could be flexible with clients and propose new solutions that made them more satisfied than the first options offered by the previous attendant.

Submitted by Fabiano on Tue, 15/02/2022 - 15:48

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I think it's important to help clients solve problems and have a good relationship, but without breaking the regulations.

Submitted by yosoyricardo on Sat, 29/01/2022 - 15:38

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Always there is an exceptions, because the rules cannot be unbreakable. In my case im in charge of security policies so VIP always need to be treated different.