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

Soumis par Shasha84 le sam 31/08/2019 - 13:33

In my opinion a Rule is a Rule and a supplier should not make exceptions for customers even important customers
Profile picture for user kamicounciler

Soumis par kamicounciler le ven 30/08/2019 - 17:51

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. ;)

Soumis par aliyazdan le jeu 29/08/2019 - 09:48

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?
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Soumis par Magedelabd le mer 28/08/2019 - 18:21

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 .

Soumis par najaht2008 le mer 28/08/2019 - 08:54

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.



The LearnEnglish Team

Soumis par Afki le ven 16/08/2019 - 14:16

Ofcourse i did; the clients and the poor people that have’nt enough money in there lives. Becouse Allah regard us.

Soumis par Ha Hung le jeu 08/08/2019 - 04:36

Yes, sometimes, I asked my team for early delivery materials for production

Soumis par Chrystèle le jeu 08/08/2019 - 02:03

I do not have any clients. But if i could help i'll do it with minimum of precautious.

Soumis par starfish2019 le mer 07/08/2019 - 18:18

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.
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Soumis par Anaitat le jeu 01/08/2019 - 12:09

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.
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Soumis par Anaitat le jeu 01/08/2019 - 12:01

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.

Soumis par dan le dim 21/07/2019 - 04:37

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


The LearnEnglish Team

On phone you can download firefox or some other browser that allows you to save audio by long pressing the audio player.

Soumis par ALI MOUSSAWI le sam 20/07/2019 - 22:16

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
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Soumis par Tony son of Gondor le jeu 18/07/2019 - 16:54

I don't have any clients, but when I'm asked for help if I can, I always try to help.

Soumis par Abdelboun le mar 16/07/2019 - 22:51

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.
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Soumis par liliaveras le mar 16/07/2019 - 11:45

Yes, I think that If you won’t have problems in your company you can help a customer.

Soumis par Bharat le dim 14/07/2019 - 02:28

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.
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Soumis par Mercedes Quicano le sam 13/07/2019 - 13:28

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.
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Soumis par mewmallows le sam 13/07/2019 - 11:40

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.

Soumis par Mohamed Walid Nagga le lun 01/07/2019 - 21:17

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.

Soumis par elena68 le lun 24/06/2019 - 18:03

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

Soumis par Claudette Ndenzako le sam 22/06/2019 - 03:46

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.

Soumis par SULLE le ven 14/06/2019 - 16:52

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.

Soumis par jeanpier le mar 11/06/2019 - 15:26

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.
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Soumis par Joelma le dim 09/06/2019 - 18:48

Sometimes you have to make excepcions for a trusted clientes.

Soumis par cenzino.scaringi le mar 04/06/2019 - 22:51

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.

Soumis par Chiara Comapore le mar 04/06/2019 - 17:55

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...
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Soumis par uncle choi le dim 02/06/2019 - 06:33

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

Soumis par Luis Quiroa le sam 01/06/2019 - 16:08

Yes I Agree. Sometimes when the customer and clients trust each other you can give a credit for payments.
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Soumis par Muhammad Haroo… le lun 27/05/2019 - 12:16

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.

Soumis par maria.khazaee le sam 25/05/2019 - 16:04

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.

Soumis par Htet Htet Win le ven 24/05/2019 - 15:34

Yes, when I worked in the company, I have ever made exception for important customers.

Soumis par OmarAdelSherif le jeu 23/05/2019 - 15:24

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

Soumis par Mix le sam 18/05/2019 - 16:59

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.

Soumis par Charis Chang le ven 17/05/2019 - 07:47

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.

Soumis par liaben le dim 12/05/2019 - 00:52

I don't work with clients so I've never been in the situation which were necessary make an exemption.

Soumis par Ted507 le mer 08/05/2019 - 19:25

No I have never done favours for clients or customers because I dont work with them directly.

Soumis par leocadiabellas le mer 08/05/2019 - 05:54

Hi! I usually make exceptions with our most important clients and they are very grateful.

Soumis par Beltagy le mar 07/05/2019 - 21:16

I didn't do exceptions for clients before in the term of payment unless my manager approved that. But I did my best to help them whatever they are VIP or regular clients.