To deal with customer dissatisfaction in virtual environments, it is important to actively listen and show empathy, allowing the customer to express their concerns and acknowledging their frustration, which helps to defuse the situation. Then, clarify the issue, asking for specific details to avoid misunderstandings. Offer quick and actionable solutions, with a realistic timeline, and keep communication clear and objective. Tailor your approach to the customer’s style and follow up after resolution to ensure satisfaction. Prevent future problems by proposing improvements and being proactive.

Especially with virtual facilitation, it's easy for groups to get lost, lack shared understanding, and become frustrated in the process. Be sure to consider: ??Visual group norms/ working agreement ??A simple way for participants to write ideas ??Opportunities to co-create ??Variety of ways to contribute- verbal and written ??Small group work to vary large group discussion ??A clear decision making process ??A simple way to get participant feedback

From the outset, seek to understand what the client's dissatisfaction relates to. It may be that their dissatisfaction is not related to virtual meetings as a whole, but with aspects of virtual meetings such as engagement, decision making etc. This means you can focus in on their frustrations rather than trying to change something that is working. Possible questions to ask are: - 'What do you love about virtual meetings?' - 'What do you wish was different?' This approach is balanced and enables you to draw out what works AND what doesn't for the client. You may be able to focus more on what works as a way of mitigating what doesn't. Test your understanding of the client's "issues" with them before making changes to your strategies.