A phone call from a customer

Listen to the phone call from a customer to practise and improve your listening skills.

Instructions

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.

Discussion

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Average: 4.3 (11 votes)

Submitted by ivanricardo07 on Sun, 31/07/2022 - 21:57

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It depends, if is the first time that this person has a cash flow issue being a company customer, we could contemplate making an exception, owing this is an especially situation. Further, if this person will place a new order, it would be nice to help him with an extension that his last invoice and ensure that well-treatment related to the customer is maintained

Submitted by rockerangela on Tue, 19/07/2022 - 12:16

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It depends... If the costumer is a regular costumer, yes of course.

Submitted by Alegpl on Mon, 18/07/2022 - 21:13

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I've done it but that is not what I usually do. On the other hand, I do not set the regulations I work with...

Submitted by dimzachari on Sun, 17/07/2022 - 16:58

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My work isn't economic transactions. But to any work you can make a favour to a client. This favour must be in the roole and and the terms of the work.

Submitted by Al Darwish on Thu, 14/07/2022 - 10:03

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Yes, sure it is regular to give some exceptional services for regular clients, business, as you know starting a new business needs flexibility.

Submitted by Richar55 on Wed, 13/07/2022 - 02:23

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in my case I have the intern customer, and I think that is very important help your customer to improve their relationship. As people say the customer always is right

Submitted by nano1990 on Wed, 06/07/2022 - 14:37

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Sometimes I have to make some exceptions regarding the work time, I mean, some days i have to work a little more time to complete daily tasks

Submitted by mnls on Mon, 04/07/2022 - 15:47

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As a supplier, yes i can make favours for my important clients for once.
but i also have to know if sure they will pay thier orders or they couldn't pay cause of big problems in thier business.

Submitted by Alejolondono on Sat, 02/07/2022 - 02:32

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This was a win-win business, sometimes companies, and by the way, customer service departments, forget about the flexibility that they must have, the rules must exist, but always accompanied by common sense.