Then, Marvin shows empathy and makes a restatement by saying "Yes, of course, and I know you're a busy man so let's you and I clear up...". Here, he also encourages him to find together the root of the problem. In this way, he doesn't show that he intends to offer advice but that he wants to solve this through active cooperation and dialogue. As a result, the conversation continued in calm and understanding, while Marvin synchronized interaction by pausing frequently and asking whether what he was saying was making sense. An interesting move was to thank the customer for bringing into attention the fact that explanations of special discount situations were not being written on the invoices. Marvin already knew that, but by telling that to the customer he encouraged him and made him believe that he actively contributed to the solution of the problem.…
