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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Soumis par Anyis21 le dim 05/12/2021 - 22:32

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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

Soumis par Isabella Vega le ven 03/12/2021 - 16:07

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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.

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.

Soumis par Tania_p le ven 03/12/2021 - 15:41

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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.

Soumis par krislo le jeu 02/12/2021 - 22:15

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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.

Soumis par isa19colombia le jeu 02/12/2021 - 22:11

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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

Soumis par JariMariE le jeu 02/12/2021 - 21:15

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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.

Soumis par AngieVMejia le jeu 02/12/2021 - 21:15

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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.

Soumis par josua0317 le jeu 02/12/2021 - 20:33

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Yes I do, but sometimes it's a bit hard to do. Because it needs to be approved according to company's terms.

Soumis par tomytree22 le mar 30/11/2021 - 17:51

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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.

Soumis par K.kh le mar 23/11/2021 - 18:32

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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.

Soumis par ceehinh le mer 17/11/2021 - 09:27

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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.

Soumis par taliafonseca le lun 15/11/2021 - 23:56

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Sometimes I do. In my area it's important to understand their needs and to know when be open to make exceptions or no.

Soumis par ele_bonilla le jeu 11/11/2021 - 21:16

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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.

Soumis par vuhoap le jeu 11/11/2021 - 00:23

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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.

Soumis par hacertasoluk le mar 09/11/2021 - 11:54

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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.

Soumis par mohabas45 le lun 08/11/2021 - 08:22

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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.

Soumis par vienngoc2502 le jeu 04/11/2021 - 03:44

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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

Soumis par danielbacelar le mar 26/10/2021 - 20:43

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Exceptions happen and I always try to help my clients.

Soumis par gutodarbem le dim 24/10/2021 - 22:58

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Yes. At the time my client requested to wait for one week to deeply analyze the contract

Soumis par sahar Mostafa le jeu 21/10/2021 - 15:24

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It depends on the customer history if it good l will extend the payment sure

Soumis par Suraj paliwal le mer 06/10/2021 - 07:44

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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.

Soumis par nguyentatien254 le ven 01/10/2021 - 04:32

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I have ever done a favour for my customer. I gave my students an extension on payment for the tuition.

Soumis par Rolabaik le jeu 30/09/2021 - 09:56

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Yes, I do if the client deserves this helping, it's all about the situation.

Soumis par Gerardo1337 le mer 08/09/2021 - 19:29

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Good deal between both parts, This kind of actions enhance loyalty.

Soumis par Celise Monteir… le sam 04/09/2021 - 01:56

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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.

Soumis par Javier Antonio Seco le lun 30/08/2021 - 18:17

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I really consider that being flexible with the customer could improve the business in both sides, a payment extension could works in this case.

Soumis par david.alfaro le mer 25/08/2021 - 02:25

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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.

Soumis par Kadir le ven 13/08/2021 - 20:15

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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.

Soumis par mariadanielale… le ven 02/07/2021 - 21:50

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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.

Soumis par iEdd le mar 29/06/2021 - 18:08

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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.

Soumis par GiulianaAndy le jeu 17/06/2021 - 05:17

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Yes, I do an exception for my important customers. Therefore, they buy my products, or they choose my delivery service.

Soumis par Pann Nilar Htun le mer 16/06/2021 - 05:21

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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.

Soumis par ye wint kyaw min le lun 31/05/2021 - 04:58

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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

Andrea, the customer, is assuring that this will be the last time that he is asking for a payment deadline extension. It won't happen again.
Andrea meant that his request about payment extension will not repeat again. It is just coincidence that he couldn't pay in time at this time.

Soumis par Homam21 le lun 24/05/2021 - 11:25

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Yes, we sometimes do fevours for our important clients.

Soumis par Suraj paliwal le jeu 15/04/2021 - 03:57

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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.