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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, sometimes. It depends on the situation. I mean if the client is okay with his business, we will not agree with him to give an extension. But if he is in trouble, we will help you as soon as we can.
Sometimes I could make exceptions in special cases, however I think it is important to know that all clients should be treated with the same respect and the same kindness.
It is a situation, it was solved for the supplier, and he offer a excellent service, giving solutions to the customer, it may have helped in a future to keep a loyalty customer.
Yes, but only with exceptions that are appropriate and do not affect the company. Sometimes it is good to consider certain exceptions, as there may be justified inconveniences and it is not bad to provide help, since at some point you could be in a similar situation
Mariana Estacio
I don't know, I think that I would, because I think that's not a good way, we have to try to do the same with all the clients we have, but you need to do a favor, that's fine.
Hello, sometimes I have worked in customer service at clothes store and might the last size available fits for any special client that can't go to buy it that day, so you can do a favor saving that clothe and not offering to others.
Yes I do, but sometimes it's a bit hard to do. Because it needs to be approved according to company's terms.
Yes I've applied some consideration for important clients , I'm a web programmer and sometimes there could exist a client with flow cash inconvenients They'll appreciate the consideration and you could build loyalty relationship
Yes i have done some exceptions for important clients like give them the possibility of paying when they receive the product, instead of paying before. I do this because i trusth them and i know after this favor they will make a new order.
Sometimes I have done this types of exceptions at my job, but that it depends. This types of favors is only consider to loyal customers, business that we know that could responses for the payment and keep these words.
We must always be willing to help customers, when they need a favor always being attentive to their needs and interests and do everything possible, to solve their needs and problems.
Yes, when I attend a good customer I do like to offer them possibilities to make the things easier for them. That includes apply some discount or exemption for those ones who I am interested on develop their loyalty with my product or service.
No,I haven't been given a chance to do faviour or make exceptions for any client because I'm a student and I don't work at any companies.But even if I worked I should be allowed to do it.It depends from that companie's laws.
unfortunately, I haven't ever done favors or made exceptions for important clients. this is because I am a student so I haven't been the chance to do with clients. in my opinion, it's hard to avoid unexpected situations in work. so I think it depends on the reason and the client who is a really important person to make a good decision.
Sometimes I do. In my area it's important to understand their needs and to know when be open to make exceptions or no.
Hi there!
Normally I don't. But, in special cases, if I'm able to look for some solution or exception, and, if the exception is in the company's policies...so yes, I do.
Normally i do some exceptions, because i don't work in an official company, i'm an independant photographer, so i am open to do some exceptions with special clients.
Unfortunately, I don't ever do favours or make exceptions for important clients. Because, my current job position just needs to do a good job and don't need to communicate about it with clients.
The cash flow is one of the most important things for companies. Even companies sometimes have cash flow management problems, they should know how manage to this problems. If they can't manage them, that will probablly make bigger other problems.
On the one hand, I agree with you and on the another hand, we have to know that the risk is something that we can't escaped from even if we are an excellent manager. Therefore, we feel like, we can pay at time, it's better to wonder an extension.
Making a favour sometimes its a normal, because helping of your client is one of the pillars of your business. so help the customers and keep in your your own cash flow.
Well, This topic reminds me the time when I was a shopkeeper. I had been the shopkeeper before I do my current work. And sure while I was working at a shop, a shop patron came to shopping. He had bought grocery before he had a favour. He forgot to bring money with. He asked me for help. And of course I was happy to help him. He wanted to pay it later. I said "didn't worry about it, let pay it next coming". He was really grateful for what I did. And he had appreciated my help. In short, I have done a favours for my clients
Exceptions happen and I always try to help my clients.
Yes. At the time my client requested to wait for one week to deeply analyze the contract
It depends on the customer history if it good l will extend the payment sure
Yes, when customer is very important and his record is good then I'll make exceptions and do this. If customer record is not good then it's become risky to do this.
Agree. I will accept an exception if customer record is good.
I have ever done a favour for my customer. I gave my students an extension on payment for the tuition.
Yes, I do if the client deserves this helping, it's all about the situation.
I agree with you, if you isn't flexible you could loose the client, because he will know that he doesn't ever have support on you.
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