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.


Worksheet81.85 KB

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Average: 4.4 (214 votes)
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Submitted by ezebalabui on Wed, 01/02/2023 - 10:14


I think that this depends on each client, if they are a good client who makes a lot of purchases every month and always meets the payment deadlines, I can make an exception.

Submitted by samizmt on Tue, 24/01/2023 - 17:18


yes i did this kind of favours many times but it deppends on how importants is this client

Submitted by megdad hassan on Sun, 15/01/2023 - 07:53


No, I didn't because I don't work in a business track that put in this situation.but in my personal life I did an exception a lot of time.

Submitted by ZoyaM on Sat, 14/01/2023 - 20:42


Sometimes I can make a favour for my client. It is normaly

Submitted by onne_nedrx on Wed, 11/01/2023 - 11:26


Yes, sometimes
it depend on situation and how important of that customers.

Submitted by Thuy Ta on Wed, 04/01/2023 - 09:24


I dont understand the sentence: "It works both ways". Can anyone explain?

Thanks a lot!

Hello Thuy Ta,

What Junko means here is that she and her company appreciate all the orders that Andrea and Red Band make with them. 

When Andrea says 'I appreciate your help', he means 'Thank you for your help'. When Junko says 'It works both ways', she's repeating her expression of gratitude for all the orders that Andrea places with them.

Does that make sense?

All the best,
The LearnEnglish Team

work both ways: it means that something is both beneficial for you and me because both sides earn money/get advantageous for themselves.
In the listening part: try to understand as both Jurko and Andrea win something.