English Listening Skills: How to Follow Up on Unresolved Issues and Remind Clients About Payments

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 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.