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.

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.

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Discussion

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I have completed the following lessons of A phone call from a customer, meeting an old friend and a student discussion. The level that I chose was Intermediate B1 Listening.
I have completed the following lessons of A student Discussion, A weather Forecast, and Making a Decision. The level that I chose was Intermediate B1 Listening.
I have completed the following lessons of A student Disscussion,A weather Forecast,and Making a Decision. The level that I chose was Intermediate B1 Listening.
I'm usually the customer, but as a good customer, I aim to address the concept of reciprocity in each of my requests, so that the supplier assums that I'm trying to do a balance in which she/he and I are asking for, and ends up thinking more in the benefits than the downside.
In my opinion a Rule is a Rule and a supplier should not make exceptions for customers even important customers
well,yes i usually do it.most of the times i try to understand my clients situations and possible problems,and make some exceptions for them.for example if they have difficulties to pay i can consider an extension on payment terms for them.in fact sometimes i think i am doing it more than i should. ;)
Responding to requests for favors from others is a pleasure. I ‘d like to help others if the rules allow me and it doesn't trouble me. Have you ever had trouble helping others?
Yes of course , sometimes I give exceptions for my clients . sometimes I do some repairs for their cars for free . It is allowed to do so in my company as a customer satisfaction .
Yes, I have made exceptions for some important customers several times because the profit made from their business is a big partial of our annue earnings. Meanwhile, certain conditions are made clearly to give these exceptions like exact date being made for the customer to make payment, or our cashflow will have trouble.

Hello Febi Febrina,

I'm afraid the audio isn't available to download from our pages. You can, of course, listen as often as you like on the page.

 

Peter

The LearnEnglish Team

Ofcourse i did; the clients and the poor people that have’nt enough money in there lives. Becouse Allah regard us.
I do not have any clients. But if i could help i'll do it with minimum of precautious.
Do you ever do favours or make exceptions for important clients? Yes, sometimes I did favors for my Important clients, but that depends on the case and calculate how much it would bring for the company benefits and our target goals.
Do favours and make exceptions for important clients in a normal and standard practice between parts of a contract, I think. Together everyone accomplishes more! The contractual parts should interact by solving problems.
To my mind is a model and coherence phone dialogue between a customer and a supplier. Both - the customer and the supplier - are focused on the objective problem and solve them in just a few minutes. Really, brevity is the sister of talent. And both are effective at their workplaces.
Hello, My motto in life is to do good every day. It is not easy. In some days i tried hard to respect my engagement. I remember that in the past i helped financially a very good friend. It was a big value for me. Our friendship was in danger to loose because he did't respect the commitment. He returned the loan with 18 month delay. At that moment i had some problems paying for my daughter's study. i finally got the money and everything is OK!

Hello Sumayah_137

On a computer, right-click on top of the audio player and then choose 'Save Audio As'. Some phones or tablets probably won't let you easily download the audio, so I'd recommend using a computer if possible.

All the best

Kirk

The LearnEnglish Team

YES make exception for important customers that take what they need only from you company ever , and for store owners whom take a lot item , that's found in the who'll the world
I don't have any clients, but when I'm asked for help if I can, I always try to help.
Yes, we used to do favours to our clients especially for the important ones ,as we work all the time with them we have to deal with this kind of situations but at the same time we must manage not to cause losses for our firm.
Yes, I think that If you won’t have problems in your company you can help a customer.
We are in living in human society so most of people depand on others people ,it's quite normal someone asking a favor so we have to make sure we help right person and check what is the circumstances he has ,our small assistance can be provide him good condition.
In first, I have see what kind of favor, because I can not break company rules, and second, sometimes I do it if it is possible.
Bismillaah. I've never done an extension to a customer because I'm still a student. I usually give an extension or exception to my friends when we have to do something in a group.
Hello, If we want to succed in the marketing and improuve the cash flow of the company we must to do favours or make exceptions for important client.But in the public service company is not possible because all their customer are equals, all customer is important for us and the rules must be respected.
I work as a headnurse in an Italian hospital. Patients and collaborators often ask me for favors, but it is not Always possible make exception to the established rules. You must pay attention to the specific situation, you must also compare yourself with the hierarchical superiors. not Always doing a favors matches the patient's good. Furthermore, if you do a collaborator's favor , you must then do it to everyone else to be fair
Doing favors and helping is part of my way of living with others in everyday life. I saw 2 children waiting to be collected by their carer who was unusually late. As I had their parents phone number, I called their mother who was sick and unable to pick up her children. She had asked a nanny to collect them but didn't notice that the nanny texted her to say that her son had a car crash and had to rush to the hospital to be with him. I offered to take the children at home with me and look after them until their dad finishes work and come and pick them up.
I believe everyone has made a favour to someone. The world need more humbled people who are willing to helps. Everyone should help each other in those suffering situation because one day you will stand there begging someone typo help you out.
I think we should do favours at least some time in our life. Everyone is expected to face some unanticipated circumstances in life, so when we help other people out that is something very important. Indeed, we should be careful while doing a favor because some people are not honest. As result, this could bring about adverse effects in our life.
I worked many years as a teacher in the primary school. The last ten years I used to be the responsible. Collegues, children, assistents and parents had often special needs, they asked for a special help. First of all I used to listen to them very carefully, it was often enough. Sometimes I had to carry the responsability of what I considered more important than the normal rule. I was an unusual responsible because for me people were more important than bureaucracy, but sometimes this can be dangerous and morally corrupting.
No I don't because I'm at the high school but one day , when I'll work I would like to help people,especially because I dream to become an hostess because I love keeping in contact with people and I love travelling and turning all over the world.But I love being nice with people such as Junko was with Andrea so I think maybe one day I'll do a favour to someone...
Thanks all the staffs for helps. I wonder if the customer's pronunciation at this dialogue is british one or not. Thanks. Best regards.
Hello uncle choi, The customer's English is very good, but he is not a native speaker. He is probably from Italy as Andrea is a common male name in Italy and his accent also sounds Italian. ~ Peter The LearnEnglish Team
Yes I Agree. Sometimes when the customer and clients trust each other you can give a credit for payments.
yes, when I was at the courier service, I made sometimes exceptions for our regular clients, we didn't take signature on confirmation file if they were busy that time, then next time they signed it for us and previously one also.
At first, i made an exception several times in different aspects including invoice,payment,delivery and design then it became a norm and we change our business model to customization platform. We made a new regulation to solve our cash flow problem which benefit both sides.
Yes, when I worked in the company, I have ever made exception for important customers.
I do believe that exceptions in such transactions could be useful and could encourage lots of customers to deal with such supplier due to the flexibility in his delivery’s terms conditions which ensures exceptions like an extension on the payment terms for someone who bought already something from such supplier
Well, if it is an important client, you can make an exception for sure, however, you need first to check with your boss and verify if you are entitlement for approving such requests.
when I was a waitress of my part-time job. there was a guest asked me to keep how much he ate in my money then he will pay back later. there was really funny because he already paid for it while I was ordering his meal.
I don't work with clients so I've never been in the situation which were necessary make an exemption.
No I have never done favours for clients or customers because I dont work with them directly.