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.

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.

Task 1

Task 2

Discussion

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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