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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Submitted by K.kh on Tue, 23/11/2021 - 18:32

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No,I haven't been given a chance to do faviour or make exceptions for any client because I'm a student and I don't work at any companies.But even if I worked I should be allowed to do it.It depends from that companie's laws.

Submitted by ceehinh on Wed, 17/11/2021 - 09:27

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unfortunately, I haven't ever done favors or made exceptions for important clients. this is because I am a student so I haven't been the chance to do with clients. in my opinion, it's hard to avoid unexpected situations in work. so I think it depends on the reason and the client who is a really important person to make a good decision.

Submitted by taliafonseca on Mon, 15/11/2021 - 23:56

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Sometimes I do. In my area it's important to understand their needs and to know when be open to make exceptions or no.

Submitted by ele_bonilla on Thu, 11/11/2021 - 21:16

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Hi there!

Normally I don't. But, in special cases, if I'm able to look for some solution or exception, and, if the exception is in the company's policies...so yes, I do.

Submitted by vuhoap on Thu, 11/11/2021 - 00:23

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Unfortunately, I don't ever do favours or make exceptions for important clients. Because, my current job position just needs to do a good job and don't need to communicate about it with clients.

Submitted by hacertasoluk on Tue, 09/11/2021 - 11:54

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The cash flow is one of the most important things for companies. Even companies sometimes have cash flow management problems, they should know how manage to this problems. If they can't manage them, that will probablly make bigger other problems.

On the one hand, I agree with you and on the another hand, we have to know that the risk is something that we can't escaped from even if we are an excellent manager. Therefore, we feel like, we can pay at time, it's better to wonder an extension.

Submitted by mohabas45 on Mon, 08/11/2021 - 08:22

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Making a favour sometimes its a normal, because helping of your client is one of the pillars of your business. so help the customers and keep in your your own cash flow.

Submitted by vienngoc2502 on Thu, 04/11/2021 - 03:44

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Well, This topic reminds me the time when I was a shopkeeper. I had been the shopkeeper before I do my current work. And sure while I was working at a shop, a shop patron came to shopping. He had bought grocery before he had a favour. He forgot to bring money with. He asked me for help. And of course I was happy to help him. He wanted to pay it later. I said "didn't worry about it, let pay it next coming". He was really grateful for what I did. And he had appreciated my help. In short, I have done a favours for my clients

Submitted by danielbacelar on Tue, 26/10/2021 - 20:43

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Exceptions happen and I always try to help my clients.

Submitted by gutodarbem on Sun, 24/10/2021 - 22:58

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Yes. At the time my client requested to wait for one week to deeply analyze the contract

Submitted by sahar Mostafa on Thu, 21/10/2021 - 15:24

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It depends on the customer history if it good l will extend the payment sure

Submitted by Suraj paliwal on Wed, 06/10/2021 - 07:44

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Yes, when customer is very important and his record is good then I'll make exceptions and do this. If customer record is not good then it's become risky to do this.

Submitted by nguyentatien254 on Fri, 01/10/2021 - 04:32

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I have ever done a favour for my customer. I gave my students an extension on payment for the tuition.

Submitted by Rolabaik on Thu, 30/09/2021 - 09:56

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Yes, I do if the client deserves this helping, it's all about the situation.

Submitted by Gerardo1337 on Wed, 08/09/2021 - 19:29

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Good deal between both parts, This kind of actions enhance loyalty.

I agree with you, if you isn't flexible you could loose the client, because he will know that he doesn't ever have support on you.

Submitted by Celise Monteir… on Sat, 04/09/2021 - 01:56

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I think it important to be flexible and make exception for important clients, if I know there reputation, because this can maintain the loyalty of these customers.

Submitted by Javier Antonio Seco on Mon, 30/08/2021 - 18:17

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I really consider that being flexible with the customer could improve the business in both sides, a payment extension could works in this case.

Submitted by david.alfaro on Wed, 25/08/2021 - 02:25

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I think extensions must be an important possibility for many important clients, so the idea of adopting exceptions in the policies of the enterprise power it up earning clients and getting good reputation even if there are another enterprises offering similar services.

Submitted by Kadir on Fri, 13/08/2021 - 20:15

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The cash flow problems create some payment delays. Especially in the period of crisis businesses should manage their own cash flows very carefully. In such cases giving an extension to costumers make happy them and make strong relationships between business and costumers.

Submitted by mariadanielale… on Fri, 02/07/2021 - 21:50

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Yes. If an important clients need an extension and we can help them, we do. It's about to consider the cashflow problem that they have. Then, the client will be more committed with us.

Submitted by iEdd on Tue, 29/06/2021 - 18:08

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Well, I'm not a bussiness man actually, but sometimes I've made exceptions to my friend, as long as the essential game's rules remain.

Submitted by GiulianaAndy on Thu, 17/06/2021 - 05:17

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Yes, I do an exception for my important customers. Therefore, they buy my products, or they choose my delivery service.

Submitted by Pann Nilar Htun on Wed, 16/06/2021 - 05:21

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Yes, sometime we make the requests to suppliers because our payment process taken long time. I am afraid to do that but I have to.

Submitted by ye wint kyaw min on Mon, 31/05/2021 - 04:58

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Can someone please explain the sentence - "I promise this won't become the norm". What does that mean?Thanks.

Hello ye wint kyaw min,

'the norm' means regular or typical. In other words, Andrea is promising that he won't regularly ask for an extension. He's trying to assure Junko that this is a one-time or unusual situation.

All the best,

Kirk

The LearnEnglish Team

Andrea, the customer, is assuring that this will be the last time that he is asking for a payment deadline extension. It won't happen again.
Andrea meant that his request about payment extension will not repeat again. It is just coincidence that he couldn't pay in time at this time.

Submitted by Homam21 on Mon, 24/05/2021 - 11:25

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Yes, we sometimes do fevours for our important clients.

Submitted by Emily Mellor on Thu, 13/05/2021 - 16:34

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I've never done about it.

Submitted by sarah1992 on Fri, 07/05/2021 - 16:14

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great i fined it esay

Submitted by Suraj paliwal on Thu, 15/04/2021 - 03:57

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Yes, we should follow the company regulations and terms and conditions but when important client needs some favour then we should make some expections. But always make expections for clients is not good for company. If you always make expections then company collaspe and fall.

Submitted by Mohamed-Mostafa on Sat, 10/04/2021 - 19:15

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I can do extension for customer who has a cash flow issue

Submitted by darianys on Thu, 08/04/2021 - 02:07

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I think that an exception is sometimes fine, but it should not always because the people get used to it and the company falls.

Submitted by a1990 on Wed, 07/04/2021 - 21:12

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yes, I can do a favor for some customer who has a good contract

Submitted by Paula Bermúdez… on Tue, 06/04/2021 - 20:14

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Sometimes I make exceptions with some clients but when I do it, is for an important reason. I think it is pretty important to comply with labour regulations.

Submitted by Binita on Fri, 02/04/2021 - 08:07

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Yes, i believe offering favours to clients sometimes helps keeping healthier relationship and mutual respect in business. This way one's business can be viewed as epitome to attract other clients.

Submitted by ghimirra on Fri, 02/04/2021 - 08:06

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Clients are key to the success of any business. Therefore, sometimes businesses do need to make exceptions which will show that they are ready to go above and beyond to retain the existing customers. If I were to have a business, I would make exceptions for important clients on an individual basis.

Submitted by Josedaniel51 on Sun, 28/03/2021 - 22:49

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I don´t understand how I can do the task number 2

Hi Josedaniel51,

To add a sentence to a group, first click or press on the sentence. It will turn grey. Then, click on one of the two grey boxes below, and it will be added to it. Make sure you click on the box, not any sentences that are already in the box (as that will replace it rather than add it).

I hope that helps.

Jonathan

The LearnEnglish Team

Submitted by Arole on Fri, 26/03/2021 - 12:36

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Yes, it is necessary to do sometimes.

Submitted by Frank Cuello on Tue, 23/03/2021 - 20:35

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I can make an exception if they give me an important reason to do it.

Submitted by Victors_17 on Mon, 22/03/2021 - 16:44

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I do, sometimes. Well, I mean, it depends on their need and why they couldn't and if they also give some posible solutions.

Submitted by Akinori on Fri, 19/03/2021 - 13:00

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Sometimes I offer a service exceptionally free to my important clients to keep a good relationship.

Submitted by ENSI on Thu, 18/03/2021 - 21:44

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Yes....but in special moments becouse maybe its prohibeded by company, or maybe its bad business

Submitted by IISSIFOU on Mon, 15/03/2021 - 12:55

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In this moment, I have not got this case. But I think that it is good to help our customers