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.


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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Worksheet81.85 Ko

Language level

B1 English level (intermediate)

Soumis par Irshma Butt le ven 26/04/2019 - 06:00

yes, i will give him/her favor if he/she has already goodwill or he/she is my reliable customer
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Soumis par mehrazin le lun 22/04/2019 - 19:55

Hello there Yes I do. I always try to offer so many options for our customers .Actually its so necessary to keep our clients as permanent customers . CRM is so important in any marketing . clients should use any possible offers and discounts as well. we send to them happy birth day messages on their birthday . our customers have payment terms and i always make some exceptions for them like extension on the payment term and we sometimes get in touch with all the customers. All the best Mehrazin
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Soumis par arradfar le ven 19/04/2019 - 16:59

would you please put an offline downloadable of transcript and tasks pdf file? I appreciate your help in advance.
Hello arradfar We are working on creating worksheets in PDF format. Sometime in the next few weeks you should be able to find one on this and all the other Skills pages. All the best Kirk The LearnEnglish Team

Soumis par Eslam Atta le jeu 18/04/2019 - 05:57

Yes when i was worked in pharmaceutical company we made extention for payment .to our customers

Soumis par MikeToledo le lun 15/04/2019 - 23:44

I think it's very important to talk our clients about terms of payment, but if the customer is very important to us, We can do exceptions for helping them, however, We must define the time that We will give them to pay.

Soumis par Akmal le dim 14/04/2019 - 17:09

Hello everyone I often make exceptions for clients i work with. For example, doing good discounts for permanent customers. By the way thats help me keep in touch with them.

Soumis par DOMINIQUE le dim 14/04/2019 - 09:14

sometime i do a favour for an important client

Soumis par DOMINIQUE le dim 14/04/2019 - 09:12

it is not easy to help but sometime it is possible

Soumis par DOMINIQUE le dim 14/04/2019 - 09:04

it is my first atempt so i do not have to write now

Soumis par Nico 95 le jeu 11/04/2019 - 22:40

Yes, when costumer didn´t has money to pay invoice

Soumis par khineeiei.hein le jeu 11/04/2019 - 07:49

Yes, but I would request a strong justification, also it should not only for important customers but also for all the customers.

Soumis par khineeiei.hein le jeu 11/04/2019 - 05:31

Yes, but I'd request a strong justification, also I think it should not be to not only important customers but also all customers if they have some issues.

Soumis par francisco le mer 10/04/2019 - 23:00

here in Brazil is hard learning language,portuguese is oficial language

Soumis par ANAALVAREZ1624 le mer 10/04/2019 - 17:43

It is not my case because I don't work in a job wich has that kind of situations but I think that there are some cases in wich we need to do some exceptions in the benefit of both parts of the relation.

Soumis par Fábio Oliveira le mer 10/04/2019 - 11:41

Yes, in my work I have million costumers. A many of them are a CEO and need a quicly answer about them questions. It's dificult because, in many times, I depend another area to solve the problem. I work in a Bank technical support.

Soumis par pizzy78 le mer 03/04/2019 - 21:43

In Italy we say: the customer has always right... But certainly with limits . .

Soumis par ipadeolageorge le mar 02/04/2019 - 20:18

Hello, I personally think doing favours and making exceptions are intertwined, since in context, it has to do with "an important client". So, I make exceptions for important or let me say 'favourite' clients...

Soumis par Anwar.q le dim 31/03/2019 - 20:19

Yes. When I had my own mobile shop, I used to do exceptions for clients who had financial issues in order to help them keep using my services that time.
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Soumis par roberta_giraudo le dim 31/03/2019 - 17:31

Hello, my name is Roberta, this is the first time I try an exercice like Task 2. I can't do this. I don't understand how I can select all the items. Can you help? thank you very much.
Hello Roberta I'm sorry you found this task difficult to complete. What you must do is always move the phrases by pressing or clicking on the small white hand (on the right side of each box). If you press or click there and then press or click on top of box where you want to move them, they should move. After that, you must always press or click on top of the white hand of the words that are in the boxes. It's actually quite easy, though it can be tricky to discover how it works. Please let us know if you still have trouble. All the best Kirk The LearnEnglish Team

Soumis par carole monnin le sam 30/03/2019 - 08:11

I don't understand because I try to send a message but the answer is always unpublished. Since my messages are friendly
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Soumis par Ruralcrue le sam 30/03/2019 - 00:47

Hi. If we have some problem and it's necessary to solve it, I sometimes do favours for my clients.
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Soumis par faygun le ven 29/03/2019 - 18:21

No, I have never been do favours for clients before, because I didn't work a job needed by this situation.
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Soumis par Esther Chinwe le ven 29/03/2019 - 10:22

Yes, and the clients is happy at the end pf the transaction
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Soumis par buchiorakwe le jeu 28/03/2019 - 10:27

Hi, Please how do i answer the question in task 2 ( A Phone Call From a Customer).
Hello buchiorakwe In this kind of task, you have to always move the words by pressing or clicking on the small hands that are in the right side. This is especially important when you are moving the second words into a box -- you must click or press on the little hand when moving the word, and also click on top of the hand that is already in the box. It's actually very easy to do, but a little hard to explain. If you still don't get it, please let me know and I'll explain it a different way. All the best Kirk The LearnEnglish Team
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Soumis par buchiorakwe le jeu 28/03/2019 - 10:19

Hello, You don't do favours rather you give exceptions to regular customers. They can buy now and pay later, further reasons are that they are while businesses exist.
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Soumis par Oksi1001 le lun 25/03/2019 - 14:22

Hi! Yes,when i worked in the restaurant, sometimes we made exceptions for our reguelar and important guests. They could paid bill later, in some time. And this guests have been visiting the restaurant for many of years.It works both ways too.