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.
Actually, I haven't worked in customer service before, but I think if he were an important customer, I would do my best to create a win-win for both of us.
Thanks for this lesson. For me, I make exceptions for loyal customers because they come back repeatedly and help keep the business going. This creates mutual benefit and long-term value both of us.
Very helpful thanks :)
Very helpful thank you 🥰
Yes, we are trying everytime make our customers happy and to be satisfy with our products.
likewise, we make an exception for our customers, however there are moments when we cannot make exception for them, but we're constantly trying to improve their lives and make exception if it necessary.
It was a helpful lesson.
Exactly, it is helpful
I like helping customers while following company procedures and regulations.
acctully its nice easy listning it is about customer want a favour from supplier which want to extention in payment