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.
Yes, I do. If the client is very important and usually pays on time, I wouldn’t have a problem making an exception.
I don’t see any problem with making an exception for our clients, as long as it’s clear this won’t happen frequently, like in this case. The customer has said it won’t become the norm.
Unfortunately, unforeseen events happen, so we need to have empathy for each other. One day, it could be us.
Do you ever do favours or make exceptions for important clients?
Yes, I do. In some cases, related to the behaviour of my clients in the past, I make some exceptions for some clients.
Yes, sometimes we need to do favors and have an exception for important clients, especially when they need it. We need to show that we care for them and we always try to understand their concern. With this, they would feel important as a client.
Yes, I do. Sometimes we can make a exception, especially if for a good client.
I´m agree, We must help others but they must be good customers and they musn´t do this regullary.
Yes, I do
Yes, we normally make exceptions for important clients. It’s a way to help each other.