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

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.

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.

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.

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.

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...

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.

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.

Soumis par Hamilton_Mutemba le jeu 02/05/2019 - 20:54

Yes. But depends whwn justify weel, we need to be flexible to help everyone

Soumis par Marie17 le jeu 02/05/2019 - 17:12

HI I am a social worker, also I do'nt make order,delivery and invoice... but if I worked in business I am sure that I would help the customers with extensions of payment because it is a way to foster loyalty customers , but I would do this ,only for the regular customer and if this don't become the norm. All the best marie 17

Soumis par Hassan Kamiin Mire le mer 01/05/2019 - 12:44

H! guys i hope you are doing well all of you wherever you are, after that i have not done any favor for a customer because am not worker for a company, but am still student I do deal with my classmates. great, I have a question about this, how can i answer the Task 2, I look forward hearing from your answer thanks.
Hello Hassan Kamiin Mire What you have to do is always move the words by clicking or pressing on the small white hands in the top right corner of the word boxes. Click or press on the hand to 'pick up' a word or box and then click or press on the small hand in any word or box that is already in a group to move it there. It sounds difficult but is quite easy once you see how it works. Please let us know if you have any more trouble with this, and sorry for the inconvenience! All the best Kirk The LearnEnglish Team

Soumis par concha62 le mar 30/04/2019 - 19:24

Yes, I did one last week. I work in small Hotel in the countryside of Bolulla. A cup of clients from Holand, they were old day out , when they came back ,she was exhausted because they precentered an accident and one person died in her arms, and although I had finished my work, I made for them sandwiches.

Soumis par ignacio perez le mar 30/04/2019 - 16:14

In my country, it is common to ask and to do favours and exceptions not only to important clients, but any client by being clients.

Soumis par Faitouri le ven 26/04/2019 - 12:19

I am really interesting with this website because it very useful

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

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

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.