基本信息

英语听力技巧：如何跟进未解决的问题与客户付款催促

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听力内容简介

本文讲解了如何在英语商务沟通中跟进未解决的问题，特别是针对客户未付款的情况。文章通过实例邮件分析，提供了清晰的步骤、语言技巧及处理流程，帮助读者掌握礼貌而有效的催款和问题跟进方法。

小技巧:选中单词后按放大器可以翻译单词哦

文章内容

This is the last lesson of the week and we'll be looking at following up on problems. We'll be focusing on two different situations. First we'll look at a situation when a problem isn't resolved to our satisfaction and how to follow up to make sure it is. We'll look at a very common example when someone hasn't paid a bill. Then we'll focus on how to follow up with a client or customer when we can't resolve the problem right away. By the end of this lesson you'll be able to list guidelines and identify language to deal with a late payment problem, follow up on a problem which hasn't been resolved, and then confirm that the problem has been resolved. Okay, let's get started by looking at when you might have a problem that hasn't been resolved. You're going to read an email that Emily Hamilton sent to a client. As you read, find the answers to the following questions. If you need more time to read, pause the video. Here are the answers to the questions. One, the problem is that Mr. Young's company hasn't paid the outstanding balance on the bill for the event that Emily organised, even after she called him and left a message. The outstanding balance is the total minus the deposit. Emily already has the deposit, but she needs the rest. For question two, Emily wants Mr. Young to pay the outstanding balance as soon as possible. She also asks him to contact her if he has any questions. Maybe Mr. Young just needs more time, or there's something on the invoice that he doesn't understand. Anyway, Emily is offering to discuss the situation with him. For question three, the language in the email is polite. For example, she uses appreciate and please, but the language is direct. Emily doesn't use any yes-no questions like, would you be able to, or language like, I wonder if you could, which would be more indirect.

Let's look at that email in more detail and identify some guidelines to follow up on a problem of a late payment. First Emily gives the reason for writing and the important details in the opening paragraph. She includes the dates of the event, the date she sent the invoice, the due date and the date she called. She then states exactly what the problem is at the end of the first paragraph. So the first two guidelines are give the important details and dates and state the problem clearly. Emily then made the request to send in payment. She also sent the invoice again, just in case Mr. Young had lost the first one. She then made an appeal to Mr. Young. She said he hoped he would understand that they also have bills to pay. Remember how in customer service it is good to empathize with a customer who has a problem. Well this is similar. Emily is asking Mr. Young to empathize with her. He's asking him to put himself in her situation and understand the problem from her side. So the next guidelines are make a clear request, resend any documents and ask the other person to understand the problem from your side. At the end of the email Emily invited Mr. Young to contact her to discuss the situation. She is giving him the chance to explain and maybe discuss a way to resolve the problem. This is a business relationship and Emily wants to keep the relationship going. So maintain the relationship by inviting the other person to contact you.

Let's also talk a little about the language. First Emily used more formal language. When she called Mr. Young she might have used more friendly or informal language. If she had sent an email reminder instead of calling she also might have used more informal language. Now however she still hasn't gotten paid and we can tell that the situation is more serious because she is now using more formal words. She uses words like payment, appreciate, prompt and discuss. She also uses sincerely which is more formal than best or best regards. When Emily makes the requests she is firm and direct but still polite. She uses language like I would appreciate it if you sent and please contact. So for language use more formal language to show that it is more serious and be firm and direct in your requests but still be polite. So what happens if the problem is still not resolved? Let's find out. Read Emily's next email and again answer the following questions. Has Mr. Young spoken with Emily? What is Emily going to do? If you need more time to read pause the video. Here are the answers to the questions. Mr. Young has not replied to Emily's email or returned her calls. She uses a formal sentence here. As of today I have received no response from you. This means that Mr. Young still hasn't called back or answered her email. For question two, if Mr. Young doesn't pay by May 1st Emily is going to turn the matter over to a collection agency. This means she will contact another company that specialises in getting money from people who don't pay their bills.

Okay, let's look at a couple of guidelines and language. One thing to notice is that Emily has started using stronger language like I have received no reply and immediately. Also the normal friendly closing sentence doesn't sound friendly at all. If you have already arranged payment please disregard this email. Means that you can ignore this email if you've already paid. She doesn't write thank you and the reader can probably tell that the writer is not happy when that sentence is used. However, the most important thing is that Emily has given a deadline and a consequence if Mr. Young doesn't meet that deadline. In this case she will ask a collection agency to try to get the money for her. Earlier you learned about using conditional language for example if during negotiations when two signs are trying to reach an agreement. Here conditional language is used not for negotiating but basically making a threat. Let's spend a moment looking at this language. Really wrote unless we receive your payment by May 1st we will turn this matter over to a collection agency. Here the word unless means if not. She could also write if we don't receive your payment by May 1st we will be forced to turn this matter over to a collection agency. We often use unless at the beginning of this kind of sentence because it makes it sound stronger by having the consequence come at the end. Let's practice using this structure. You will see two verb phrases. You'll have five seconds to join the two phrases with unless you and we will and say the complete sentence. Then listen to check if you were right. Are you ready? Unless you repair it by the end of the week we will cancel our contract. Unless you send the refund immediately we will contact our lawyers. Unless you return the order within two days we will charge you the full amount. We can also add phrases to show that the consequence is the only thing left we can do because we have tried everything else. Be forced to have no choice but to and have no alternative but to. For example unless you return the order within two days we will have no choice but to charge you the full amount.

Okay let's focus a little more on some useful language when the situation involves money. We already learned your account is overdue in lesson one but here are some other useful phrases when someone is late paying a bill. Your account is passed due. You have an outstanding balance. You have an outstanding payment. Your payment is overdue. If someone is late paying that bill of course you want them to pay so here are some formal phrases you can use to mean pay the bill. Settle your account and remit payment. Remit means send. Please settle your account as soon as possible. Please remit payment immediately. In some situations you might want some money back and you can use the word refund. Here are some common words that we can use with refund. A full, complete, refund. A partial refund. A 50% refund. When you want someone to do something quickly you can use a word like prompt or promptly. We would appreciate your prompt payment. Please return it promptly. Finally, do you remember the phrase from the email, turn this matter over to a collection agency? The word matter here means the situation or the problem. It's a more formal word when it's used like this. Here are some more examples. Please contact me immediately so that we can resolve this matter. Your immediate attention to this matter is appreciated. Let's recap what you learned about following up on a problem of a late payment. First give complete details including dates. State the problem clearly. Make a clear request. Ask the person to understand the problem from your side. Invite the person to contact you to help resolve the problem and maintain the relationship. Use formal and firm but polite language. If the problem is still not resolved you can follow up again and use stronger language and give a deadline and explain consequences if it is not met.

部分单词释义

collection
名词征收; 收集，采集; 收藏品; 募捐
1. (一批)收藏品，收集物
A collection of things is a group of similar things that you have deliberately acquired, usually over a period of time.
e.g. Robert's collection of prints and paintings has been bought over the years...
这些年来，罗伯特逐渐收藏了一批版画和绘画作品。
e.g. The Art Gallery of Ontario has the world's largest collection of sculptures by Henry Moore...
安大略美术馆是世界上收藏亨利·摩尔雕塑作品最多的美术馆。
2. (故事、诗歌或文章的)集子，作品集
A collection of stories, poems, or articles is a number of them published in one book.
e.g. Two years ago he published a collection of short stories called 'Facing The Music'...
两年前，他出版了短篇小说集《勇敢面对》。
e.g. The Brookings Institution has assembled a collection of essays from foreign affairs experts.
布鲁金斯研究所将一批外交专家撰写的文章结集出版。
3. 一堆，一群(东西)
A collection of things is a group of things.
e.g. Wye Lea is a collection of farm buildings that have been converted into an attractive complex.
“怀河草地”是一处由农舍改造而成的赏心悦目的建筑群。
4. (为新季设计的)系列时装
A fashion designer's new collection consists of the new clothes they have designed for the next season.
5. 收集;采集
Collection is the act of collecting something from a place or from people.
e.g. Money can be sent to any one of 22,000 agents worldwide for collection.
可以把钱汇给分布在世界各地的22,000名筹款代理人中的任何一位。
e.g. ...computer systems to speed up collection of information.
加速信息收集的计算机系统
6. 募捐
If you organize a collection for charity, you collect money from people to give to charity.
e.g. I asked my headmaster if he could arrange a collection for a refugee charity.
我问校长他是否能为救济难民的慈善机构组织一次募捐。
7. (教堂礼拜时的)捐款
A collection is money that is given by people in church during some Christian services.
formal
形容词（学校教育或培训）正规的; 方式上的; 礼仪上的
名词美须穿礼服的社交集会; 口夜礼服
1. 正式的;规范的;庄重的
Formal speech or behaviour is very correct and serious rather than relaxed and friendly, and is used especially in official situations.
e.g. He wrote a very formal letter of apology to Douglas...
他给道格拉斯写了一封非常正式的道歉信。
e.g. Business relationships are necessarily a bit more formal.
商业关系有必要更正式一些。
formally
He took her back to Vincent Square in a taxi, saying goodnight formally on the doorstep.
他打车把她送回了文森特广场，并在门口正式道了晚安。
matter
名词物质; 事件; （讨论、考虑等的）问题; 重要性
不及物动词要紧，重要; 化脓; 有重大影响; 有重要性
1. 事情;状况;问题
A matter is a task, situation, or event which you have to deal with or think about, especially one that involves problems.
e.g. It was clear that she wanted to discuss some private matter...
很明显，她想谈些私事。
e.g. Until the matter is resolved the athletes will be ineligible to compete...
除非这个问题得以解决，否则这些运动员没有资格参加比赛。
2. 事态;情况;局面
You use matters to refer to the situation you are talking about, especially when something is affecting the situation in some way.
e.g. If your ordinary life is out of control, then retreating into a cosy ritual will not improve matters...
如果正常生活都一团糟了，那么再讲究小情调根本无济于事。
e.g. If it would facilitate matters, I would be happy to come to New York...
如果对事态发展有利，我很乐意来纽约。
3. (是…的)问题;取决于…的问题;关乎…的问题
If you say that a situation is a matter of a particular thing, you mean that that is the most important thing to be done or considered when you are involved in the situation or explaining it.
e.g. History is always a matter of interpretation...
历史总是一种阐释角度的问题。
e.g. Observance of the law is a matter of principle for us...
守法是我们的一个原则问题。
4. (印刷或阅读的)材料
Printed matter consists of books, newspapers, and other texts that are printed. Reading matter consists of things that are suitable for reading, such as books and newspapers.
e.g. ...the Government's plans to levy VAT on printed matter.
政府对印刷品征收增值税的计划
e.g. ...a rich variety of reading matter.
种类繁多的阅读材料
5. (有形的)物质
Matter is the physical part of the universe consisting of solids, liquids, and gases.
e.g. A proton is an elementary particle of matter.
质子是物质的基本粒子。
e.g. He has spent his career studying how matter behaves at the fine edge between order and disorder.
他从事研究物质在有序与无序的细微临界处的行为变化。
6. (某一类型的)物质
You use matter to refer to a particular type of substance.
e.g. They feed mostly on decaying vegetable matter.
它们大多以腐烂的蔬菜为食。
e.g. ...waste matter from industries.
工业废料
7. 麻烦事;问题
You use matter in expressions such as 'What's the matter?' or 'Is anything the matter?' when you think that someone has a problem and you want to know what it is.
e.g. Carole, what's the matter? You don't seem happy...
卡萝尔，出什么事了？你好像不开心。
e.g. What's the matter with your office?...
你们部门出什么事了吗？
8. (强调数量少、时间短)
You use matter in expressions such as 'a matter of weeks' when you are emphasizing how small an amount is or how short a period of time is.
e.g. Within a matter of days she was back at work...
仅仅几天后，她又回去上班了。
e.g. He expected to be at East Grinstead station in a matter of hours...
他希望几个小时内可以到达东格林斯特德站。
9. 有关系;要紧;有影响
If you say that something does not matter, you mean that it is not important to you because it does not have an effect on you or on a particular situation.
e.g. A lot of the food goes on the floor but that doesn't matter...
许多食品掉在地板上，不过也没什么关系。
e.g. As for Laura and me, the colour of our skin has never mattered...
至于我和劳拉，肤色根本不是问题。
10. see also: grey matter;subject matter
11. 另一码事；另一回事;不同情形
If you say that something is another matter or a different matter, you mean that it is very different from the situation that you have just discussed.
e.g. Being responsible for one's own health is one thing, but being responsible for another person's health is quite a different matter...
对自己的健康负责是一回事，对他人的健康负责就完全是另一回事了。
e.g. You have no business going into such places all by yourselves. If your parents take you, of course, that's another matter.
你们不该自己去这些地方。不过如果是父母带你们去的，那就另当别论了。
12. 出于（时间）的考虑;作为（紧急）事件（处理）
If you are going to do something as a matter of urgency or priority, you are going to do it as soon as possible, because it is important.
e.g. Your doctor and health visitor can help a great deal and you need to talk about it with them as a matter of urgency.
你的医生和家访护士会帮很大的忙。你应该和他们谈一谈，这是当务之急。
13. 难事;并非易事
If something is no easy matter, it is difficult to do it.
e.g. Choosing the colour for the drawing-room walls was no easy matter.
选择客厅墙壁的颜色绝非易事。
14. 此事已定;(事情)到此为止，到此结束
If someone says that's the end of the matter or that's an end to the matter, they mean that a decision that has been taken must not be changed or discussed any more.
e.g. 'He's moving in here,' Maria said. 'So that's the end of the matter.'
“他就要搬来住了，”玛丽亚说，“那么就这么定了。”
15. 事实真相是;真实情况是
You use the fact of the matter is or the truth of the matter is to introduce a fact which supports what you are saying or which is not widely known, for example because it is a secret.
e.g. The fact of the matter is that most people consume far more protein than they actually need...
真实的情况是，大多数人摄入的蛋白质比他们实际所需的多出许多。
e.g. The truth of the matter is that he was having an identity crisis when he met Carina.
实际情况是，他认识卡丽娜时正在迷失自我。
16. 同样;而且
You can use for that matter to emphasize that the remark you are making is true in the same way as your previous, similar remark.
e.g. The irony was that Shawn had not seen her. Nor for that matter had anyone else...
具有讽刺意味的是，肖恩并没有见过她，别人也同样如此。
e.g. A great deal of hard work was done and, for that matter, is continuing.
大量艰苦的工作已经完成，同样，大量艰苦的工作也仍在继续。
17. 不要紧;没关系
You say 'it doesn't matter' to tell someone who is apologizing to you that you are not angry or upset, and that they should not worry.
e.g. 'Did I wake you?' — 'Yes, but it doesn't matter.'
“我把你吵醒了？”——“是的，不过没关系。”
18. 都行;无所谓;随便
You say 'it doesn't matter' when someone offers you a choice between two or more things and you do not mind which is chosen.
e.g. 'Steve, what do you want?' — 'Coke, Pepsi, it doesn't matter.'
“史蒂夫，你要喝点什么？”——“可口可乐，百事，随便啦。”
19. 正经事；非同儿戏
If you say that something is no laughing matter, you mean that it is very serious and not something that you should laugh or joke about.
e.g. Their behaviour is an offence. It's no laughing matter.
他们这么做是犯罪，这可不是开玩笑的。
20. 使情况变得更糟
If you say that something makes matters worse, you mean that it makes a difficult situation even more difficult.
e.g. Don't let yourself despair; this will only make matters worse...
不要想不开，这样只能使情况变得更糟。
e.g. To make matters worse, it started to rain again.
更糟的是，又开始下雨了。
21. 没关系;不要紧
You say 'no matter' after you have just asked a question or mentioned an idea or doubt and you have decided that it is not really important, interesting, or worth discussing.
e.g. 'Didn't you ever read the book?' Keating shook his head. 'Well, no matter.'...
“你从没看过这本书？”基廷摇了摇头。“嗯，没关系。”
e.g. 'Shoddy workmanship these days,' he remarked. 'No matter, it will still bear my weight.'
“现如今的做工实在是差劲，”他说，“无所谓了，好歹还撑得住我的体重。”
22. 不管…;无论…
You use no matter in expressions such as 'no matter how' and 'no matter what' to say that something is true or happens in all circumstances.
e.g. No matter what your age, you can lose weight by following this program...
不论年龄多大，都可以按这套方案来减肥。
e.g. No matter how often they were urged, they could not bring themselves to join in...
就算别人说破了嘴皮，他们就是不加入。
23. 不管怎样;无论如何
If you say that you are going to do something no matter what, you are emphasizing that you are definitely going to do it, even if there are obstacles or difficulties.
e.g. He had decided to publish the manuscript no matter what...
他决定无论如何都要出版那部手稿。
e.g. I vowed then, no matter what, I would never be like those people.
于是我发誓，无论如何，我和他们那种人都不会成为一丘之貉。
24. 看法问题;看法因人而异的事情
If you say that a statement is a matter of opinion, you mean that it is not a fact, and that other people, including yourself, do not agree with it.
e.g. 'We're not that contrived. We're not that theatrical.' — 'That's a matter of opinion.'
“我们没那么造作，也没那么夸张。”——“见仁见智喽。”
25. (只是)时间的问题（用于说明某事必定发生）
If you say that something is just a matter of time, you mean that it is certain to happen at some time in the future.
e.g. It would be only a matter of time before he went through with it.
他完成这件事只是时间问题。
26. a matter of life and death - see death
as a matter of course - see course
as a matter of fact - see fact
mind over matter - see mind
outstanding
形容词杰出的; 显著的; 凸出的; 未完成的
1. 杰出的；出众的；优秀的
If you describe someone or something as outstanding, you think that they are very remarkable and impressive.
e.g. Derartu is an outstanding athlete and deserved to win.
德拉尔图是位优秀的运动员，赢得比赛也是理所当然。
e.g. ...an area of outstanding natural beauty...
自然景色美不胜收的地方
2. （款项）未支付的，未结清的
Money that is outstanding has not yet been paid and is still owed to someone.
e.g. The total debt outstanding is $70 billion...
未偿债务总额达700亿美元。
e.g. You have to pay your outstanding bill before joining the scheme.
在参加该项目之前必须结清余账。
3. 未解决的；未完成的
Outstanding issues or problems have not yet been resolved.
e.g. We still have some outstanding issues to resolve before we'll have a treaty that is ready to sign.
我们签协议之前还有一些未尽事宜待解决。
4. 重要的；显著的；突出的
Outstanding means very important or obvious.
e.g. The company is an outstanding example of a small business that grew into a big one...
该公司是小企业成长为大企业的突出例子。
e.g. His mother, whose influence on his development was outstanding, came of a distinguished American family.
对他的成长影响深远的母亲出身于一个地位显赫的美国家庭。
refund
名词资金偿还; 偿还数额
及物动词退还; 归还或偿还
不及物动词进行偿还
The noun is pronounced /'ri?f?nd/. The verb is pronounced /r?'f?nd/. 名词读作/'ri?f?nd/。动词读作/r?'f?nd/。
unless
连词除非，如果不
介词除了，…除外
1. 除非；若不；除非在…的时候
You use unless to introduce the only circumstances in which an event you are mentioning will not take place or in which a statement you are making is not true.
e.g. Unless you are trying to lose weight to please yourself, it's going to be tough to keep your motivation level high...
除非减肥是为了悦已，否则很难保持积极性。
e.g. We cannot understand disease unless we understand the person who has the disease...
若不了解患者我们就不能了解疾病。
Do not confuse unless, except, except for, and besides. Unless is used to introduce the only situation in which something will take place or be true. In the 1940s, unless she wore gloves a woman was not properly dressed... You must not give compliments unless you mean them. You cannot use unless to talk about a situation that results from something not happening. Instead you use if...not. I'll be glad if she doesn't come. You use except to introduce the only things, situations, people, or ideas that a statement does not apply to. All of his body relaxed except his right hand... Travelling was impossible, except in the cool of the morning. You use except for before something that prevents a statement from completely true. The classrooms were silent, except for the scratching of pens on paper... I had absolutely no friends except for Tom. You use besides to introduce extra things in addition to the ones you are mentioning already. Fruit will give you, besides enjoyment, a source of vitamins. However, note that if you talk about 'the only thing' or 'the only person besides' a particular person or thing, besides means the same as 'apart from'. He was the only person besides Gertrude who talked to Guy.
不要混淆 unless，except，except for 和 besides。unless用于引出某事发生或成立所必需的条件，如：In the 1940s, unless she wore gloves a woman was not properly dressed（在20世纪40年代，女性若不戴手套就算衣着不得体），You must not give compliments unless you mean them（除非出自真心，否则不要随便恭维）。谈论由于某事未发生而导致的情形不能用unless，要用 if...not，如：I'll be glad if she doesn't come（如果她不来我会很高兴的）。except 用于引出陈述中唯一不适用的事物、情形、人或想法，如：All of his body relaxed except his right hand（除了右手以外，他全身都放松了），Travelling was impossible, except in the cool of the morning （除了在凉爽的早晨，其他时候出行都是不可能的）。except for用于引出使其陈述不能完全成立的事物，如：The classrooms were silent, except for the scratching of pens on paper（除了笔在纸上发出的沙沙声，教室一片寂静），I had absolutely no friends except for Tom（除了汤姆，我一个朋友也没有）。besides用于引出已提到事物之外的其他事物，如：Fruit will give you, besides enjoyment, a source of vitamins（水果不但好吃，而且富含维生素）。但应注意，用于谈论除某人或某物之外唯一的人或物时，besides的意思与apart from相同，如：He was the only person besides Gertrude who talked to Guy（除格特鲁德之外，他是唯一跟盖伊说话的人）。
empathize
动词移情，神会
in BRIT, also use 英国英语亦用 empathise