Get the most relevant and actionable inbound marketing and sales insights delivered to you each week. "It takes 20 years to build a reputation and five minutes to ruin it. With live chat, businesses can deliver real-time support to customers. (adsbygoogle = window.adsbygoogle || []).push({}); Customer support representatives bear a massive load due to their line of work. If your company fails to meet a customers expectations, thats poor service. Therefore, you need to train them on the following aspects: Another thing that can be done to motivate customer support representatives is to listen to them as a company and cooperate with them. WebFirst, it is dramatically more expensive to provide support this way (something like 5-8 times more expensive on a per customer basis). Treating customers with utmost respect will boost your marketing strategy because it will lead to satisfied customers. It's possible the product isn't broken at all, but the customer just needs help and advice to operate it properly. The queries that need human support can be directed to live agents. You should design customer service scripts based on the scenarios where agents have to address customers. Great customer service upfront leaves an awesome first impression and gets leads excited about doing business with your company. As part of REVE Chat, she focuses on helping organizations maximize customer experience using omnichannel messaging and conversational AI. Thus, they may become fed up and decide to leave their positions. Reach Your Customers on the #1 Messaging Channel, WhatsApp. average resolution time. Want more helpful tips, like why your business needs a service desk? --Warren Buffett. CUSTOM ART FOR CUSTOM NEEDS. Fail to resolve in the first touchpoint. How frustrated were you? If you cut costs to make up for the lack of revenue, you still have to improve your customer service through training or recruitment, which requires more resources. As it said, Your most unhappy customers are your greatest source of learning. Make the new hires aware of the importance of achieving a high level of customer experience. Customers today are quick to write negative reviews online when they have a bad experience with a company. How many times have you reached out to a business and never heard back? Offering the consumer a discount on their next purchase, or a buy one get one free deal, can help encourage them to buy from the company again and improve their satisfaction. Snigdha Patel is a customer experience researcher, author, and blogger. Use bots as the first point of contact to answer simple queries. That will appeal to the client as the matter reported is treated with great seriousness. Developing strong customer service techniques and practices helps businesses serve their customers more effectively and increases customer satisfaction. 2. Related: .css-1v152rs{border-radius:0;color:#2557a7;font-family:"Noto Sans","Helvetica Neue","Helvetica","Arial","Liberation Sans","Roboto","Noto",sans-serif;-webkit-text-decoration:none;text-decoration:none;-webkit-transition:border-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),background-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),opacity 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-style 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-width 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-radius 200ms cubic-bezier(0.645, 0.045, 0.355, 1),box-shadow 200ms cubic-bezier(0.645, 0.045, 0.355, 1),color 200ms cubic-bezier(0.645, 0.045, 0.355, 1);transition:border-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),background-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),opacity 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-style 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-width 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-radius 200ms cubic-bezier(0.645, 0.045, 0.355, 1),box-shadow 200ms cubic-bezier(0.645, 0.045, 0.355, 1),color 200ms cubic-bezier(0.645, 0.045, 0.355, 1);border-bottom:1px solid;cursor:pointer;}.css-1v152rs:hover{color:#164081;}.css-1v152rs:active{color:#0d2d5e;}.css-1v152rs:focus{outline:none;border-bottom:1px solid;border-bottom-color:transparent;border-radius:4px;box-shadow:0 0 0 1px;}.css-1v152rs:focus:not([data-focus-visible-added]){box-shadow:none;border-bottom:1px solid;border-radius:0;}.css-1v152rs:hover,.css-1v152rs:active{color:#164081;}.css-1v152rs:visited{color:#2557a7;}@media (prefers-reduced-motion: reduce){.css-1v152rs{-webkit-transition:none;transition:none;}}.css-1v152rs:focus:active:not([data-focus-visible-added]){box-shadow:none;border-bottom:1px solid;border-radius:0;}Understanding Product Quality: What It Is and Why It Matters.css-r5jz5s{width:1.5rem;height:1.5rem;color:inherit;display:-webkit-inline-box;display:-webkit-inline-flex;display:-ms-inline-flexbox;display:inline-flex;-webkit-flex:0 0 auto;-ms-flex:0 0 auto;flex:0 0 auto;height:1em;width:1em;margin:0 0 0.25rem 0.25rem;vertical-align:middle;}. As you well know, this can lead to resentment and anger from those employees who are left doing jobs and taking on responsibilities that arent meant to be theirs. Duboff and Heaton (1999) mentioned that customer satisfaction is often at least somewhat dependent on a specific relationship developed while a customer is in After the conversation with the customer, it's also important for customer service reps to report the complaint to managers and executives. If you give a customer impeccable customer support, that will provide you with a competitive advantage over your competitors. It can also help customer service reps understand if there are any reasons the company hasn't restocked the item, such as shipping delays, which they can relay to the consumer. Putting profit ahead of customer needs - Selling defective products is a common example of this behavior (ex. Now, imagine what your leads are thinking when they request a consultation and never hear back, when they have to wait on hold forever, or when sales reps are slow to respond. When a customer feels like the company can't help them, they can become frustrated with their service. If the company is having trouble with its number of customers, hiring more service representatives might help it decrease overall wait times. In the short term, it can affect sales, and in the long term, it can affect your business in a myriad of ways. Using those resources, companies can answer frequently asked questions that customers have and help them solve their problems more efficiently. It is a very important KPI for customer service to consider for performance evaluation as it is one of the main customer complaints. Train your support team to ask the right feedback questions at the right time via the right channels. Did you know 9 out of 10 customers say they're willing to pay more to ensure a good customer experience and as much as 70% will continue to do business with you if you resolve a complaint? It is when you answer one of the top, Multiple touchpoints needed for resolution, Unreasonable payments and unexplained surcharges, Overuse of scripts to respond to customers. Have you been bothered to know whether your customers are happy with your service quality, products, or overall brand? They need to keep calm even in difficult situations and while addressing a customer grievance or a general query, they should know the details of the products or services offered by their company. So, dont make fake commitments and set customer expectations that will break their trust and loyalty. Or, have you Before discussing our today's topic on 'Customer Service Orientation', let's give a thought to this first. # Best CEOs In The World 2019: Most Influential Chief Executives. Your email address will not be published. However, if your business is customer-centric, delivering a better customer experience becomes the utmost objective for your organization. Gain valuable insights about your customer journey. Building customer loyalty can also help increase the number of repeat customers and purchases. If your business is missing out on this factor, it might not be able to offer proactive support, therefore, losing loyal customers and deflecting brand reputation and more customer complaints. # Countries With The Best Quality of Life, 2019. It also improves customer satisfaction and cultivates loyalty. It is crucial for the support team to have the right skills and etiquette to use powerful phrases for effective customer service. Always, however, make it a point to move this conversation to a private discussion. In fact, customers are more likely to leave a review after a negative experience than a positive one. How to train customer support representatives. Make a plan of action by consolidating all the results. WebOne client I have sent their customer a truckload of balloons, hamburgers, hot dogs, a grill and all the fixings for a picnic to celebrate their anniversary of being a customer for 25 years. Saying yes to everything that your customer demands leads to dissatisfied customers when you turn out. based on the scenarios where agents have to address customers. Poor customer service affects customer lifetime value (CLTV) as they leave you after a negative customer support experience. Communicating with other company officials can help the customer's message reach the individuals who can make influential changes or order more products. Inbound marketing can be used effectively to retain customers by providing: Marketers often get caught up in focusing solely on customer acquisition, when customerretention generally has a higher ROI. Factor 3. If the employee needs to perform additional research, it's beneficial to inform the customer of the situation and ask if they would like to be placed on hold or called back at a later time. Webperceptions and customer satisfaction. The customer experience example of Frontier Airlines shows the importance of CX. In such a hyper-competitive business era, it is important to know the consequences of bad customer service interaction and the benefits of an efficiently functioning customer support department. Use your customer feedback to build improved products and services to match customer expectations. When customer service standards decline, the number of touchpoints increases which has a drastic impact on customer service costs. Examples. spin city laundry card balance 0 items - $0.00; impact of being unhelpful to customers. Or how would they feel if you are given inaccurate data about a specific transaction? It means the response time of the channels you provide should be reasonable. As businesses better understand their customers, they can also develop more relevant products and market them to their consumer base more easily. My Competitor is Already Succeeding with They Ask, You Answer Should I Change My Approach? Bad customer service has negative side effects in all areas of business. more than retaining an existing customer. Of course, "good customer service" is often up for interpretation. You can collect feedback in real-time like just after purchase, to know what is or is not working. And lost sales equalsyou guessed ita loss of profits. (203) 265-4377, By Customer service is arguably the most important thing for your business to get right. The famous airlines miserably failed to fulfill the two core elements of customer service i.e. Feedback tools Use NPS or CSAT surveys to measure your customer satisfaction. Loyalty and brand image are interrelated and losing loyal customers affects the overall brand. Top Reasons for Bad Customer Service Examples (and How to Fix Them), What are the reasons that may label businesses with the worst customer service tag? The CSAT score tells you how satisfied customers are with your business. 2023 IMPACT, All Rights Reserved The answer, most likely, is no. Improving customer service: Figuring out the best ways to help customers with their complaints and problems can allow companies to improve their .css-1v152rs{border-radius:0;color:#2557a7;font-family:"Noto Sans","Helvetica Neue","Helvetica","Arial","Liberation Sans","Roboto","Noto",sans-serif;-webkit-text-decoration:none;text-decoration:none;-webkit-transition:border-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),background-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),opacity 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-style 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-width 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-radius 200ms cubic-bezier(0.645, 0.045, 0.355, 1),box-shadow 200ms cubic-bezier(0.645, 0.045, 0.355, 1),color 200ms cubic-bezier(0.645, 0.045, 0.355, 1);transition:border-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),background-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),opacity 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-style 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-width 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-radius 200ms cubic-bezier(0.645, 0.045, 0.355, 1),box-shadow 200ms cubic-bezier(0.645, 0.045, 0.355, 1),color 200ms cubic-bezier(0.645, 0.045, 0.355, 1);border-bottom:1px solid;cursor:pointer;}.css-1v152rs:hover{color:#164081;}.css-1v152rs:active{color:#0d2d5e;}.css-1v152rs:focus{outline:none;border-bottom:1px solid;border-bottom-color:transparent;border-radius:4px;box-shadow:0 0 0 1px;}.css-1v152rs:focus:not([data-focus-visible-added]){box-shadow:none;border-bottom:1px solid;border-radius:0;}.css-1v152rs:hover,.css-1v152rs:active{color:#164081;}.css-1v152rs:visited{color:#2557a7;}@media (prefers-reduced-motion: reduce){.css-1v152rs{-webkit-transition:none;transition:none;}}.css-1v152rs:focus:active:not([data-focus-visible-added]){box-shadow:none;border-bottom:1px solid;border-radius:0;}customer service.css-r5jz5s{width:1.5rem;height:1.5rem;color:inherit;display:-webkit-inline-box;display:-webkit-inline-flex;display:-ms-inline-flexbox;display:inline-flex;-webkit-flex:0 0 auto;-ms-flex:0 0 auto;flex:0 0 auto;height:1em;width:1em;margin:0 0 0.25rem 0.25rem;vertical-align:middle;}. The good news is that even the worst customer service habits can be corrected without detrimental damage to your brand, assuming you take action quickly. How Does Poor Customer Service Affect your Business? When communicating with customers about their current problem or challenge, it's helpful for service representatives to talk with the consumers and determine the best form and consistency of communication. # Worlds Best Countries To Invest In Or Do Business For 2019. Let us go into detail and discuss the how-tos that businesses can practice in order to fix bad customer service experiences. Satisfied customers are often more likely to recommend the business to their friends and family, increasing the company's sales and revenue. If you dont want to lose more of your customers, why not try investing in your call analytics? Thats why the service representatives need to be taught how to interact with people and how to use the resources at their disposal effectively. You can share all the important business information with the whole support team to make them aware of the issues and solutions. The bottom line. Good customer service really speaks for itself. One angry tweet or bad review about poor services can cost you many, many customersso rein those angry reviewers in and aim to rectify issues as quickly as possible. How annoyed would you be? Loss of Potential Customers. For example, it can harm your brand, your reputation, and more. Unhappy employees and older machinery tend to cause more errors than their more efficient counterparts. Customer service experience is a vital cog for any business, but how vital is it? Word of mouth travels fast. A dedicated support team is a great pride for any business. Managing those two factors is quite important because the majority of your revenue is derived from the satisfaction of your clients. Just in case you think people aren't reading reviews or searching for discussions about brands on social media, that same study found88% of respondents have been influenced by an online review when making a buying decision. Here are the key areas of customer service skills. Bots can handle the basic queries 247 when the agents are not available which reduces the number of support tickets. It is crucial for the support team to have the right skills and etiquette to use, Customers expect businesses should listen to their problems, value them and offer prompt solutions. Great customer service can overcome poor marketing, but it's incredibly difficult (and expensive) to replace poor customer service with even the most exceptional, "delightful" marketing. However, especially with the internet, your reputation is the first thing to take a hit when you have an extended streak of bad customer service. How Wait Times Impact Customer Behavior and Queue Management. Customers expect real-time responses. One of the principles of customer service is a faster It's possible that products might become damaged during shipping, break down after continued use or not work as intended. Surely they would be angry at that company. Qualifications vs. This leads to the right expectations and hence makes the customer experience better. and video chat, businesses can improve one of the key metrics i.e. You can automate your conversations to deliver 247 engagement to customers when your support team is busy or not available. The reputation built by the company will never be forgotten and will promote it to new customers and retain existing ones. Webinappropriate mentor relationships. Their judgment was not trusted in making decisions. Now Available with REVE Chat. It's okay if a service rep can't answer the customer's question, but it's beneficial to communicate those thoughts to the customer and help them understand that their problem or complaint might take longer to resolve. As a result, if a client is more satisfied with the customer support he or she receives, that customer will most likely stay. Have direct conversations with video chat to help agents to understand the problem with clarity that further helps them to deliver the right solutions in the first contact itself. One great way to resolve continuous transferring is to gather as much information as possible about the customer's problem and research an answer. Great customer service starts with a great company culture. If customers are experiencing long waits, it's possible that the company or business doesn't have enough customer service employees to keep up with the customer's calls. Keeping these skills in mind can help ensure they're displaying care and understanding toward the customer's issues. If Poor customer service not only has an external consequences but can lead to your best employees feeling burdened by handling frustrated and angry customers. Research by Microsoft states, 58% of consumers choose to switch companies because of poor customer service experience.. Change waiting time perception and increase satisfaction. When a customer calls with a poor product quality complaint, it's important to ask the customer questions about the product and identify the major issues. And when its negative, it travels like wildfire. The customer experience (CX) continues to be a decisive factor for many customers. One of the principles of customer service is a faster solution in the first contact point. Would you be likely to return to that business in the future? Ben Brearley. A waiting time guarantee is a Understanding customer needs: When companies listen to customer challenges, it can help them better understand what the customer needs and how to help them more efficiently. Further, categorize it and share it with the respective departments to work on it. Poor customer service has the potential to cost your business customers before they even buy a thing. While bad customer service can destroy your average customer lifetime value, putting more strain on your marketing budget to attract more customers, good customer service can actually save these relationships. Although the termcustomer service implies current customers, all interactions with prospects, leads, and anyone else can fall into this realm. In this article, we are doing to discuss 5 dangerous side effects of bad customer service and what you can do to reverse those damaging effects. 5 Worst Side Effects of Bad Customer Service (and How To Avoid Them), It's only normal for small mistakes to happen or to encounter customers that are impossible to deal with. Here are the implications of bad customer service: What are the reasons that may label businesses with the worst customer service tag? When customers call a company or business with a complaint, it's beneficial for the company to resolve the issue within the first phone call instead of transferring the customer to different departments. Building customer loyalty: It's possible to build customer loyalty by solving their challenges and assisting them with their needs. You can use live engagement tools to greatly increase your team productivity and deliver a good customer service experience. It also opens up a conversation with customers and develops a long-lasting relationship. It reduces the negative impact of customer support and helps build great success stories. and a genuinely long-suffering fan of the Los Angeles Clippers. Imagine this: Youre a customer inquiring about a good or service and you never receive a response. Do not get insights into how your business is performing, Unable to know your customers perception of your products & services. The customer experience (CX) continues to be a decisive factor for many customers. Does it really happen the way it is said? To this end, we first develop a utility theory-based model of customers' satisfaction with waiting in line for service. In order to value customer feedback and make it effective you have to analyze and act upon it. It's also possible that the more updates the customer receives, the more patient they'll be for the resolution. In the short term, it can affect sales, to know more about their journey and deliver consistent real-time service experience across all channels by using tools like live chat, co-browsing, and video chat. Practice collecting customer feedback regularly. When you equip your business with the right tools, it can benefit your business in the following ways: Some tools that you can use to deliver a better customer experience are: Customer engagement tools Give your agents anomnichannel engagement platform to know more about their journey and deliver consistent real-time service experience across all channels by using tools like live chat, co-browsing, and video chat. WebIn this paper, we examine the impact of one such initiative, namely, the institution of a waiting time guarantee, on customers' waiting experiences. Do You Need a Disaster Recovery and Continuity Plan? Trying to see things from that perspective will help the representative have a little empathy. That will lead to those employees being motivated to come into work and give their 100%. Above that, queries are expected to be resolved swiftly and comprehensively. customer service in the higher education training, powerful phrases for effective customer service, 8 Proven Strategies for Sales Lead Generation, The Best Customer Service Mission Statement Examples, Customer Service Orientation: Key Benefits, Tips & Examples. When businesses slide their service standards, they face negative consequences with serious repercussions on the overall business. Sometimes, the customer service representative might not have all the answers. Impact. Thus, it was agreed that customer's intention to remain with a particular service company is heavily If your team doesn't already use a CRM, start using one immediately. HubSpot researchsays, 83% of companies that believe its important to make customers happy also experience growing revenue. Another great tool to help with company follow-up is to use a ticketing system, which provides a customer with a number or ticket for each complaint or problem they communicate to the company. Customer feedback is a vital ingredient for the success of every business. Customer support is very important to retain customers and gain new ones by means of recommendations. In a recent study, 95% of respondents said they usually tell at least one other person about a bad customer experiences with a company, while 54% said they share it with at least 5 other people. It helps to initiate a proactive chat with website visitors & customers to provide the right guidance, stuck on a specific page on your website. Develop a customer retention strategy that builds brand loyalty. Regular training about products and etiquette should be for all employees. In his role, he coordinates and tracks the publication of special packages, magazine stories, and the publications signature lists. CEOWORLD magazine - Top Stories - C-Suite Advisory - The Importance of Efficiency with Customer Support. 2023 ThinkSecureNet, LLC All Rights Reserved | Privacy Policy | Terms of Service, 6 Things Your Business Continuity Plan Should Include. If possible, the customer service rep can also offer the consumer a promotional deal or sale to help make up for any poor experiences. Customers spend a significant amount of time waiting in lines. It is when you answer one of the top customer experience questionsto deliver a higher level of satisfaction offered by the company. do junior firefighters get paid; snapped: killer couples Related: .css-1v152rs{border-radius:0;color:#2557a7;font-family:"Noto Sans","Helvetica Neue","Helvetica","Arial","Liberation Sans","Roboto","Noto",sans-serif;-webkit-text-decoration:none;text-decoration:none;-webkit-transition:border-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),background-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),opacity 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-style 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-width 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-radius 200ms cubic-bezier(0.645, 0.045, 0.355, 1),box-shadow 200ms cubic-bezier(0.645, 0.045, 0.355, 1),color 200ms cubic-bezier(0.645, 0.045, 0.355, 1);transition:border-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),background-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),opacity 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-style 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-width 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-radius 200ms cubic-bezier(0.645, 0.045, 0.355, 1),box-shadow 200ms cubic-bezier(0.645, 0.045, 0.355, 1),color 200ms cubic-bezier(0.645, 0.045, 0.355, 1);border-bottom:1px solid;cursor:pointer;}.css-1v152rs:hover{color:#164081;}.css-1v152rs:active{color:#0d2d5e;}.css-1v152rs:focus{outline:none;border-bottom:1px solid;border-bottom-color:transparent;border-radius:4px;box-shadow:0 0 0 1px;}.css-1v152rs:focus:not([data-focus-visible-added]){box-shadow:none;border-bottom:1px solid;border-radius:0;}.css-1v152rs:hover,.css-1v152rs:active{color:#164081;}.css-1v152rs:visited{color:#2557a7;}@media (prefers-reduced-motion: reduce){.css-1v152rs{-webkit-transition:none;transition:none;}}.css-1v152rs:focus:active:not([data-focus-visible-added]){box-shadow:none;border-bottom:1px solid;border-radius:0;}Best Practices for Speaking To Customers at a Call Center.css-r5jz5s{width:1.5rem;height:1.5rem;color:inherit;display:-webkit-inline-box;display:-webkit-inline-flex;display:-ms-inline-flexbox;display:inline-flex;-webkit-flex:0 0 auto;-ms-flex:0 0 auto;flex:0 0 auto;height:1em;width:1em;margin:0 0 0.25rem 0.25rem;vertical-align:middle;}. To give the best customer service, service so good that it crushes the competition, you need to focus on your own inefficiencies. Sometimes, customers and service representatives don't communicate well with each other for various reasons, which can cause the customer to feel like the company doesn't care about their problems or complaints. Delay is an important issue for service providers. It's also possible to prevent the situation proactively by providing customers with useful resources and troubleshooting materials on the company's website. Read more: .css-1v152rs{border-radius:0;color:#2557a7;font-family:"Noto Sans","Helvetica Neue","Helvetica","Arial","Liberation Sans","Roboto","Noto",sans-serif;-webkit-text-decoration:none;text-decoration:none;-webkit-transition:border-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),background-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),opacity 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-style 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-width 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-radius 200ms cubic-bezier(0.645, 0.045, 0.355, 1),box-shadow 200ms cubic-bezier(0.645, 0.045, 0.355, 1),color 200ms cubic-bezier(0.645, 0.045, 0.355, 1);transition:border-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),background-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),opacity 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-color 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-style 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-bottom-width 200ms cubic-bezier(0.645, 0.045, 0.355, 1),border-radius 200ms cubic-bezier(0.645, 0.045, 0.355, 1),box-shadow 200ms cubic-bezier(0.645, 0.045, 0.355, 1),color 200ms cubic-bezier(0.645, 0.045, 0.355, 1);border-bottom:1px solid;cursor:pointer;}.css-1v152rs:hover{color:#164081;}.css-1v152rs:active{color:#0d2d5e;}.css-1v152rs:focus{outline:none;border-bottom:1px solid;border-bottom-color:transparent;border-radius:4px;box-shadow:0 0 0 1px;}.css-1v152rs:focus:not([data-focus-visible-added]){box-shadow:none;border-bottom:1px solid;border-radius:0;}.css-1v152rs:hover,.css-1v152rs:active{color:#164081;}.css-1v152rs:visited{color:#2557a7;}@media (prefers-reduced-motion: reduce){.css-1v152rs{-webkit-transition:none;transition:none;}}.css-1v152rs:focus:active:not([data-focus-visible-added]){box-shadow:none;border-bottom:1px solid;border-radius:0;}How To Apologize for the Delay (Email and In-Person).css-r5jz5s{width:1.5rem;height:1.5rem;color:inherit;display:-webkit-inline-box;display:-webkit-inline-flex;display:-ms-inline-flexbox;display:inline-flex;-webkit-flex:0 0 auto;-ms-flex:0 0 auto;flex:0 0 auto;height:1em;width:1em;margin:0 0 0.25rem 0.25rem;vertical-align:middle;}.