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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Worksheet81.85 KB

Submitted by Claudette Ndenzako on Sat, 22/06/2019 - 03:46

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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.

Submitted by SULLE on Fri, 14/06/2019 - 16:52

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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.

Submitted by jeanpier on Tue, 11/06/2019 - 15:26

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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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Submitted by Joelma on Sun, 09/06/2019 - 18:48

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Sometimes you have to make excepcions for a trusted clientes.
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Submitted by BRAHIM ABOULOUAFA on Wed, 05/06/2019 - 10:24

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Nice practice for ADV.

Submitted by cenzino.scaringi on Tue, 04/06/2019 - 22:51

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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.

Submitted by Chiara Comapore on Tue, 04/06/2019 - 17:55

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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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Submitted by uncle choi on Sun, 02/06/2019 - 06:33

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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

Submitted by Luis Quiroa on Sat, 01/06/2019 - 16:08

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Yes I Agree. Sometimes when the customer and clients trust each other you can give a credit for payments.
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Submitted by Muhammad Haroo… on Mon, 27/05/2019 - 12:16

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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.

Submitted by maria.khazaee on Sat, 25/05/2019 - 16:04

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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.

Submitted by Htet Htet Win on Fri, 24/05/2019 - 15:34

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

Submitted by OmarAdelSherif on Thu, 23/05/2019 - 15:24

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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

Submitted by Mix on Sat, 18/05/2019 - 16:59

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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.

Submitted by Charis Chang on Fri, 17/05/2019 - 07:47

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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.

Submitted by Akmal Karimov on Tue, 14/05/2019 - 11:20

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Is this a transport logistics?

Submitted by liaben on Sun, 12/05/2019 - 00:52

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

Submitted by Ted507 on Wed, 08/05/2019 - 19:25

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

Submitted by leocadiabellas on Wed, 08/05/2019 - 05:54

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

Submitted by Beltagy on Tue, 07/05/2019 - 21:16

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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.

Submitted by Benghida on Fri, 03/05/2019 - 15:56

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Thanks for this useful lesson.
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Submitted by Hamilton_Mutemba on Thu, 02/05/2019 - 20:54

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

Submitted by Marie17 on Thu, 02/05/2019 - 17:12

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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

Submitted by Hassan Kamiin Mire on Wed, 01/05/2019 - 12:44

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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

Submitted by concha62 on Tue, 30/04/2019 - 19:24

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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.

Submitted by ignacio perez on Tue, 30/04/2019 - 16:14

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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.

Submitted by Faitouri on Fri, 26/04/2019 - 12:19

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I am really interesting with this website because it very useful

Submitted by Irshma Butt on Fri, 26/04/2019 - 06:00

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yes, i will give him/her favor if he/she has already goodwill or he/she is my reliable customer
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Submitted by mehrazin on Mon, 22/04/2019 - 19:55

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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
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Submitted by arradfar on Fri, 19/04/2019 - 16:59

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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

Submitted by Eslam Atta on Thu, 18/04/2019 - 05:57

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Yes when i was worked in pharmaceutical company we made extention for payment .to our customers

Submitted by MikeToledo on Mon, 15/04/2019 - 23:44

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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.

Submitted by Akmal on Sun, 14/04/2019 - 17:09

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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.

Submitted by DOMINIQUE on Sun, 14/04/2019 - 09:14

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sometime i do a favour for an important client

Submitted by DOMINIQUE on Sun, 14/04/2019 - 09:12

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it is not easy to help but sometime it is possible

Submitted by DOMINIQUE on Sun, 14/04/2019 - 09:04

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it is my first atempt so i do not have to write now

Submitted by Nico 95 on Thu, 11/04/2019 - 22:40

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Yes, when costumer didn´t has money to pay invoice

Submitted by khineeiei.hein on Thu, 11/04/2019 - 07:49

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Yes, but I would request a strong justification, also it should not only for important customers but also for all the customers.

Submitted by khineeiei.hein on Thu, 11/04/2019 - 05:31

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Yes, but I'd request a strong justification, also I think it should not be to not only important customers but also all customers if they have some issues.

Submitted by francisco on Wed, 10/04/2019 - 23:00

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here in Brazil is hard learning language,portuguese is oficial language

Submitted by francisco on Wed, 10/04/2019 - 22:56

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i am learning a lot

Submitted by ANAALVAREZ1624 on Wed, 10/04/2019 - 17:43

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It is not my case because I don't work in a job wich has that kind of situations but I think that there are some cases in wich we need to do some exceptions in the benefit of both parts of the relation.

Submitted by Fábio Oliveira on Wed, 10/04/2019 - 11:41

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Yes, in my work I have million costumers. A many of them are a CEO and need a quicly answer about them questions. It's dificult because, in many times, I depend another area to solve the problem. I work in a Bank technical support.

Submitted by pizzy78 on Wed, 03/04/2019 - 21:43

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In Italy we say: the customer has always right... But certainly with limits . .