A phone call from a customer
Do the preparation task first. Then listen to the audio and do the exercises.
Preparation
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, the client is very important for the business, I usually make some exception with the most important customers
I think that an exception can be given when a customer is serious
This listening is very useful. I can understanding most of the conversation,the speakers talk clearly.
Yes, I do. When I was working for the Bank of the United States, I did an exception with some customers, and of course, when they're friendly with me.
Perfect
Daniel Toapanta
Strengthen the social connection: Favors humanize the business relationship, transforming a simple transaction into an alliance based on trust and mutual support.
Encourage reciprocity: By helping a client during a difficult time, you generate a sense of gratitude that ensures their preference and support for future projects.
Guarantee long-term loyalty: These exceptions demonstrate flexibility, which translates into greater customer retention and a solid reputation in your industry.
Yes, of course. Some time when the customer requires, we can make an exception.
The Client sometimes needs to help his request.
Yes, I do. If the client is very important and usually pays on time, I wouldn’t have a problem making an exception.
I don’t see any problem with making an exception for our clients, as long as it’s clear this won’t happen frequently, like in this case. The customer has said it won’t become the norm.
Unfortunately, unforeseen events happen, so we need to have empathy for each other. One day, it could be us.