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.


Worksheet81.85 KB

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Submitted by milenaps86 on Sat, 24/06/2023 - 23:24


I don't work with clients exactly, but I work at a University and I assist students, and sometimes we make some exceptions, mainly extensions in the deadline that they must deliver a document.

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Submitted by elifkglx on Tue, 20/06/2023 - 11:13


I dont work for now but when i get my business of course i can make exceptions for suitable situations.

Submitted by Hasham_HYH_ on Mon, 19/06/2023 - 06:18


No such incident of helping my client happened.

Submitted by orifhanane on Fri, 16/06/2023 - 18:37


No i didn't but maybe in future if i get my own business

Submitted by Jennie Ellis on Fri, 16/06/2023 - 08:48


It doesn't bother me to do some exceptions for my clients, but it depends on the circumstances. If we could satisfy them, they'd enjoy using our products or services. So, in the long run, it pays. Just my two cents.

Submitted by anastasiaa-02 on Fri, 09/06/2023 - 19:52


I don`t work now but i did favours and made exceptions for several clients on my past jods.

Submitted by CinBrio3489 on Sat, 03/06/2023 - 03:47


I work in a company with very demands costumers, I always try to hear and help them, but if I cańt something, the most important is to talk clearly and say them why that petition isńt possible.

Submitted by AmauRC on Tue, 30/05/2023 - 05:05


I'm working at a company that sells lots of lighting products. There has been times in which we have to be comprehensible with our clients and agreeing with them the payments of their orders.

Submitted by Khaldon alnaser on Tue, 30/05/2023 - 02:43


It is important to build a good relationship with customers, especially if the customer is important to us . Even if we have to make some exceptions from time to time .With an agreement that preserves the rights of everyone.