A phone call from a customer
Do the preparation task first. Then listen to the audio and do the exercises.
Preparation
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.
So far this one is a good exercise.
it was a very clear and helpful for me and the subject was wonderful
Hello to everyone
I'm not currently working, but when I was employed at a bank, I worked in the credit department and did not have the authority to extend payment terms. I believe that making exceptions for clients can be challenging and should be done with caution, as doing so too often may increase the risk of default.
I realy appreciate the lesson, thank you!
I like it too much
It's a nice exercise, but I have never done it .
Although I uphold the company policies consistently, I can understand that on some cases, it is necessary to be flexible to build trust with the clients. With the exception of what is important to our clients, I focus on finding solutions that serve them without breaking our rules and creating unreasonable exemptions. Suppose a valued client has an urgent request, I can expediate their order or give personal support if it’s in line with our capabilities and does not disadvantage other clients. I make sure the special arrangements are approved, documented and sustainable long term, and are consistent and transparent.
Hi
I'm not yet faced with this kind of situation
I could make an exception to a current client because that is the key to make healthy business. You would never know if tomorrow you need an exception. Always be kind.
I never have worked in a business or accounting department, however, I have identified that kind of arrangement between the accounting department and field customers in some organisations when I have worked before. For many people, that is a way to improve and establish long-term business relationships.