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'm not a supplier or something like that, but I'm a costumer. And sometimes, I need a exception. So, I think, if I was a supplier, I'll help my costumer, but only if I already know him.

I live in Argentina. In my country is very common to receive this kinds of exceptions on the payments terms. I would say the exception in really is the rule.

I have never been at this situation before but if the customer is one of vip customers and our transactions are good always so i will do a favor for him with in our company regulations

Actually I never face this situation. Generally I will not favor anyone unethically . But if there is any exception and situation demands me to do so I will definitely do that.

I've never been in a situation like this. if i, I would really help my client. We must also consider the financial situation of the company, however we mustn't forget not losing customer is more important than making money. also, if we help customer this favor can turn to money.

I don't play a commercial role with clients, but sometimes I ask our commercial employees to make exceptions in order to find a win-win solution

Yes, I often make a exception for some of my special clients because they are really prestigious and interesting. When they need a favour from me, I am willing to help them if possible within my ability. I think they hardly lie to me.

Yes, because I have a important customer and she is a amazing person and always help me, so I can do her a favour ever.

Yes, I often do the favour for clients. They want my service hours extended, once they leave the office.

When is an important client we try to do everything that are in our hands, but when is a client that we think we are not his first option we didn't make exceptions.

yes, bur first I evaluate my client : How long has she/ her been my client? have she/her payed me on time? Is he a trusworthy person? if the answer is yes, of course I´ll make exceptions with him or her.

it is very important to solve a customer's issue because it will return you positively and you have taken experience if you face this affair a gain

Yes I do , I am a kind person I always make sure to help others if they need help with something .

sometime I do a favours for important client but I need to make sure if their cashflow problems can solve ?

Sometimes, Policy is not allowed to make an exception for the customer, unfortunately.

It seems that customer direct person and honest he deserved the extension payment i guess

I would indeed, considering that it is an important customer.
Even if it was not an important customer I would still give him the extension because unexpected things happen and we have to be considerate of others' situations.

i am not a supplier but if i were a supplier , i would give him an extention to keep him loyal for me .

of course, the clients who are important for us and have much deal with us, we should do some exception for them.

I think exception mean that we use it rarely and if situation is really critical so agent should be clever to determine when he can make exception for customer

From working experience, our client always ask me to give them an exception on payment terms. But in this case I noted that it is the first time Andrea asked for an exception. If it my decision I think I will approve on his exception.

I have not done favours and exceptions for clients cause I'm a student and I've never done any works or part time.But I think,i will give favours to our important costumers and our trusted customers.

Haaa, This reminded me of my biggest problem at work, our customers always bargain on extending the payment time. They are always late and sometimes bring some excuses that make it worse, because believing on them makes us somehow stupid!!!

From the tone of their conversation, we can infer that Andrea is a regular and important customer. And I think the supplier gave him a favor not only because he is an important client and he is trustworthy but because this decision would not cause any problem. so what I mean is that I will do a favor for my client if the conditions permit. It depends.

Yes, of course. You need to form good and trustworthy relationships with permanent customers. In this case they will call your company again and place a new order.

I worked in customer's service, and sometimes I could be flexible with clients and propose new solutions that made them more satisfied than the first options offered by the previous attendant.

I think it's important to help clients solve problems and have a good relationship, but without breaking the regulations.

Always there is an exceptions, because the rules cannot be unbreakable. In my case im in charge of security policies so VIP always need to be treated different.

I think It's good to give an extension but not for any customers, from the tone of their speech, Andrea was an important client for the company, so this expectation will bond the relationship between the customer and the supplier, but without excessing or breaking the regulations.

I've never been in this kind of situation due to the kind of job that I perform but if the client is important and is a good one, I mean if the client pays always on time I could do it, but if the favor represents a risk for my business it could be useful discuss more terms like I'll send you the new order if you pay at least the 40% of your last order

Yes, I usually exchange shift or off days with my colleagues if they ask to especially if they have some important appointment on that day. Doing a favor to your friend, relative, colleague, or client is one act of kindness.

I've been working on collections for two years and I almost always give an extension to clients who are in a difficult cash flow situation, I usually give them a term of five days in order they can get the money.

Well, I have never done a favor to a client because I have never worked in a company but if I were working for a company, probably would help the important clients to keep the business. Although I wouldn´t do it always.

To be honest, I am still a student, so I have never faced this kind of problem. But after listening to this audio, I would like to say, why not? If this client is important, who always has business with my company, I'll do this favour. However, I should also consider this client's integrity. I can help him once, but not more than twice.

Well, when I work as freelancer IT support, sometimes I have to do it for customers whom need a little discount to get the job done, but I try to do that only for special customers or relatives.

Thanks for the lesson.
Great site!

When I was working in a custom agency frequently we made exceptions in payment terms, discounts and work overtime to the clients who moved a lot quantity of goods because the benefits was mutual

I just have made discounts of our loyal clients because, they're an important clients. So for them, we make exceptions when they buy our products, and they obtain a promotion or discount.