A phone call from a customer

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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Submitted by biel_martinzz on Tue, 05/12/2023 - 18:28


Sometimes I do, but I do this exception one time because If let it happens often I will scrood up my business

Submitted by samtawil on Fri, 01/12/2023 - 22:41


No , Because i didn't work as costumer service before .

Submitted by Ei-Thin.Zar-Moe on Wed, 29/11/2023 - 05:35


Yes ,I do any exception for customer sometime.And i made low price and agreed to pay within 30 day . This problem cut out each other.So This made be getting to relationship on our business.

Submitted by MoHaNeD2024 on Mon, 13/11/2023 - 11:36


Yes, in my role in sales, I often extend favors or make exceptions for important clients. Occasionally, some clients might require additional time beyond the usual payment deadline, and in such cases, I offer them exceptions. However, the decision to do so depends on whether they are established, trusted clients or not

Submitted by Yoshimasa on Sat, 11/11/2023 - 00:34


I just joined the company not long ago, so I haven't done a favor or make exceptions for client.

Submitted by Lizzie_97 on Mon, 06/11/2023 - 17:01


I have made an exception for important client when I worked at the digital production house agency.
At that time, I worked as an Account executive which job position is handled the responsibilities for getting the requirements and dealing with clients as well as taking care of them.
So I need to make an extension for the payment terms when they asked for in order to keep the good long relationship with them, because of the potential opportunities which they can give us in the future.