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The easiest way to start is to make the customer know how he feels by agreeing to what he is rejecting,the second way is to let him know if some other customer has had a similar experience,last not the least give the customer examples of rejections or similar observations by end users which can help in opening up with him. The way forward is then to listen and confirm,align with the customer before redirecting and explain to the customer as to how the situation can be altered or changed
