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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Worksheet81.85 KB

Language level

B1 English level (intermediate)
I think it important to be flexible and make exception for important clients, if I know there reputation, because this can maintain the loyalty of these customers.
I really consider that being flexible with the customer could improve the business in both sides, a payment extension could works in this case.
I think extensions must be an important possibility for many important clients, so the idea of adopting exceptions in the policies of the enterprise power it up earning clients and getting good reputation even if there are another enterprises offering similar services.
The cash flow problems create some payment delays. Especially in the period of crisis businesses should manage their own cash flows very carefully. In such cases giving an extension to costumers make happy them and make strong relationships between business and costumers.
Yes. If an important clients need an extension and we can help them, we do. It's about to consider the cashflow problem that they have. Then, the client will be more committed with us.
Well, I'm not a bussiness man actually, but sometimes I've made exceptions to my friend, as long as the essential game's rules remain.
Yes, I do an exception for my important customers. Therefore, they buy my products, or they choose my delivery service.
Yes, sometime we make the requests to suppliers because our payment process taken long time. I am afraid to do that but I have to.
Can someone please explain the sentence - "I promise this won't become the norm". What does that mean?Thanks.

Hello ye wint kyaw min,

'the norm' means regular or typical. In other words, Andrea is promising that he won't regularly ask for an extension. He's trying to assure Junko that this is a one-time or unusual situation.

All the best,

Kirk

The LearnEnglish Team

Yes, we should follow the company regulations and terms and conditions but when important client needs some favour then we should make some expections. But always make expections for clients is not good for company. If you always make expections then company collaspe and fall.
I think that an exception is sometimes fine, but it should not always because the people get used to it and the company falls.
Sometimes I make exceptions with some clients but when I do it, is for an important reason. I think it is pretty important to comply with labour regulations.
Yes, i believe offering favours to clients sometimes helps keeping healthier relationship and mutual respect in business. This way one's business can be viewed as epitome to attract other clients.
Clients are key to the success of any business. Therefore, sometimes businesses do need to make exceptions which will show that they are ready to go above and beyond to retain the existing customers. If I were to have a business, I would make exceptions for important clients on an individual basis.

Hi Josedaniel51,

To add a sentence to a group, first click or press on the sentence. It will turn grey. Then, click on one of the two grey boxes below, and it will be added to it. Make sure you click on the box, not any sentences that are already in the box (as that will replace it rather than add it).

I hope that helps.

Jonathan

The LearnEnglish Team

I agree, I don't have any expererience doing that but i could do it, if the customer or client have a considerable reason to help them. I think thats good to improve the relation between company and customer/client.

I do, sometimes. Well, I mean, it depends on their need and why they couldn't and if they also give some posible solutions.
Sometimes I offer a service exceptionally free to my important clients to keep a good relationship.
Yes....but in special moments becouse maybe its prohibeded by company, or maybe its bad business
In this moment, I have not got this case. But I think that it is good to help our customers
Well, I think that depend wich is the context but in general terms i think is good help to customers for establish a good relationship
I have no experience for above event. However I gained the knowledge speaking between customer and supplier. Many thanks.
Of cource, I do. To my mimd this is the basis of the client's trust in the company. When you make an exception for a person who really needs it, he trusts you and may even recommend you to other people. But we can only make an exception once to preserve the prestige of the company and not put it at risk of economic collapse.
Hi, Please, could you explain me the meaning of "at our end"? Junko said: "We've got regulations at our end." I'm not sure if my understanding is right.

Hi Leila77,

The phrase 'at our end' means 'in our company' or 'in our country'.

 

Peter

The LearnEnglish Team