Positive chat transcripts and phrases can help to deliver faster responses and a consistent brand experience. 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. If any of those occur, customers might call asking for replacements, refunds or troubleshooting advice. Loyal customers feel like they have a relationship with the company. On the other hand, trying to outspend your poor customer service in marketing might attract new customers, but the problem only gets worse with scale. Indeed, previous studies have widely shown the negative effect of waiting time on consumer service This shows how critical it is to define customer service KPIs and measure them regularly. While hiring new support reps follow the below tips: Serve your customers with a pleasing smile. Bots can handle the basic queries 247 when the agents are not available which reduces the number of support tickets. Bad customer service is detrimental to any business. How Wait Times Impact Customer Behavior and Queue Management. When the customer issue is identified in the first contact, not only is the resolution faster but the number of touchpoints is reduced. 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. 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;}. Use your customer feedback to build improved products and services to match customer expectations. Checking your expectations. Or, have you Before discussing our today's topic on 'Customer Service Orientation', let's give a thought to this first. Here are the implications of bad customer service: What are the reasons that may label businesses with the worst customer service tag? can answer FAQs promptly and improve customer satisfaction rates. The resulting score determines the level of satisfaction of your customers and highlights the areas that need improvement. In this paper, we examine the impact of a time guar-antee on customers' satisfaction with waiting at the be-ginning of and during as well as at the end of a wait. The customer experience (CX) continues to be a decisive factor for many customers. They were not trusted by their teammates. Don't go back and forth publicly (nothing worse than a Twitter war), because you risk doing more damage than good. Leader, MBA, coach and former management consultant passionate about developing thoughtful, effective leaders. Customer service experience is a vital cog for any business, but how vital is it? REVE Chat offers a complete toolkit of digital customer engagement tools such as co-browsing, and video chat. When a customer feels like the company can't help them, they can become frustrated with their service. 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. Factor 3. You directly ask your customers to rate their satisfaction with your products and services. Also to make them feel an important part of your business. Putting profit ahead of customer needs - Selling defective products is a common example of this behavior (ex. Reach Your Customers on the #1 Messaging Channel, WhatsApp. With this advice, you'll not only be able to improve your reputation in the future, but possibly even win back a few customers who had poor experiences. When you deliver a great experience, customers will return back to you and on the contrary, substandard service will encourage them to churn. Subpar quality control processes dont catch errors in time, Regularly survey customers, chat with them when you can, and monitor customer service KPIs. It has a significant increase in customer satisfaction levels. Businesses that focus on understanding the. Use bots as the first point of contact to answer simple queries. Efficiency in customer support is closely related to customer experience. Although the termcustomer service implies current customers, all interactions with prospects, leads, and anyone else can fall into this realm. Customer service is arguably the most important thing for your business to get right. It's also possible to prevent the situation proactively by providing customers with useful resources and troubleshooting materials on the company's website. Developing strong customer service techniques and practices helps businesses serve their customers more effectively and increases customer satisfaction. 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. Unhelpful customer service Sometimes, the customer service representative might not have all the answers. The vast majority of people want to feel they are trusted and have the freedom to express their creativity within their role. Your brand's reputation is incredibly valuable and not something you want to lose control of. 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? Customer loyalty is a strong predictor of a businesss long-term viability because loyal customers are durable. 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. Start a 14-day free trial, no credit card required! You can engage your customers 247 by chatbots. Make a plan of action by consolidating all the results. Head over to our blog for these and more. It means more sales conversion and higher retention. Being a mom is one of the most challenging tests in a woman's life. Live chat and chatbots are the best communication channels when it comes to delivering real-time support. Change waiting time perception and increase satisfaction. These emotions are more acutely felt when an experience is also inefficient. hbspt.cta._relativeUrls=true;hbspt.cta.load(8667842, '7601ddf2-79e5-4fd8-b2a3-83efd37a7d7b', {"useNewLoader":"true","region":"na1"}); Get access to the latest news, blogs, and resources to stay ahead of whats next in IT. Practice collecting customer feedback regularly. Businesses that focus on delivering 247 real-time support increase customer satisfaction that drives revenue and builds loyalty. Contact: Singapore: (+65) 3159 1103, UK: (+44) 1217 900471, USA: (+1) 7472 19 2143, An example of poor customer service not only worsens the existing customer relationships but also endangers the potential opportunities, and obviously erodes the bottom line of your business. To give the best customer service, service so good that it crushes the competition, you need to focus on your own inefficiencies. Reward your best employees and don't keep bad employees around. The customer experience example of Frontier Airlines shows the importance of CX. And lost sales equalsyou guessed ita loss of profits. Delay is an important issue for service providers. Bad customer service can be defined as when a business fails to meet customer expectations in terms of service quality, response time, or overall customer experience. Above that, queries are expected to be resolved swiftly and comprehensively. It is when you answer one of the top customer experience questionsto deliver a higher level of satisfaction offered by the company. Positive chat transcripts and phrases can help to deliver faster responses and a consistent brand experience. 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. Whether you choose to believe it or not, bad customer service can have a serious impact on the overall health of your business. Duboff and Heaton (1999) mentioned that customer satisfaction is often at least somewhat dependent on a specific relationship developed while a customer is in 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. Identify your business needs and select the right tools to ensure a higher level of customer engagement and better customer satisfaction. Listening to a customer's feedback about their experience can help them feel heard and understood by the company, possibly increasing their satisfaction and loyalty. Not taking customer feedback regularly. 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. Having thismakes it easier for sales reps to deliver the best customer service, while also using marketing to deliver more value to leadsbefore they interact with sales reps. By now you're aware that acquiring new customers is usually more expensive than keeping your current customers. Some .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;}ticketing systems.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;} also allow customers to track their service claim to see its current status and possibly the estimated time of completion. 2. Letting go. Average employees will perform to the level that's considered "normal" in your company culture. Have you been bothered to know whether your customers are happy with your service quality, products, or overall brand? Webimpact of being unhelpful to customerslake weiss camper lots for rentlake weiss camper lots for rent Businesses that focus on delivering 247 real-time support increase customer satisfaction that drives revenue and builds loyalty. Impact. When your companies has a customer service problem, your best employees are forced to pick up the slack for bad employees. It also improves customer satisfaction and cultivates loyalty. As per another study, there are around 265 billion customer requests every year on which companies spend $1.3 trillion to service these requests. that businesses can practice in order to fix bad customer service experiences. Want more helpful tips, like why your business needs a service desk? Proper training over customer service skills and etiquette will build up a dedicated team that will improve your brand reputation and increases customer loyalty. 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. If the company has a better product or service that could benefit them more, it's helpful for the service rep to mention or recommend it. Use NPS or CSAT surveys to measure your customer satisfaction. Good customer service and business success are closely associated. In the short term, it can affect sales, Poor customer service not only has an external consequences but can lead to your best employees feeling burdened by handling frustrated and angry customers. If you wouldnt do it, why would your customers? When businesses slide their service standards, they face negative consequences with serious repercussions on the overall business. 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. These are generally small bumps in the road and don't constitute, These situations, however, are usually considered universally unacceptable, Company reps with lack of experience and knowledge, Unprofessional and impersonal interactions, While bad customer service can destroy your, , putting more strain on your marketing budget to attract more customers, good customer service can actually, customer retention strategy that builds brand loyalty, Why Trust Is the True Currency for All Business, Marketing Is Not as Complicated as You Think It Is, Youre Overspending on Marketing Heres How I Know, The Epidemic of Half-hearted Content Marketing, Your Sales Presentations Suck Heres Why, Leading From Within: 7 Traits of Successful Change Agents, Your Employees Are (Likely) Quitting Because of Poor Communication, 4 Common Assignment Selling Mistakes (and How to Fix Them), Focus on Sales Velocity and Solve the 'Danger Points' in Your Sales Process, 5 Smart Ways to Combat Common Buyer Questions With Content. However, if your business is customer-centric, delivering a better customer experience becomes the utmost objective for your organization. For instance, the average You should not be over-promising to your customers, especially about the things that you cannot fulfill. That will appeal to the client as the matter reported is treated with great seriousness. It should be consistent across all departments and teams. Customers become more loyal to a company if there is friendly, respectful and transparent communication between support representatives and clients. Imagine this: Youre a customer inquiring about a good or service and you never receive a response. Webinappropriate mentor relationships. If your company fails to meet a customers expectations, thats poor service. Master the 7 principles of highly effective inbound marketing. Great customer service upfront leaves an awesome first impression and gets leads excited about doing business with your company. In addition to leaving critical reviews, customers also vent their frustrations on social media for their friends, family, colleagues, and the entire world to see. Building customer loyalty can also help increase the number of repeat customers and purchases. How Does Poor Customer Service Affect your Business? That will lead to those employees being motivated to come into work and give their 100%. Using specialized customer service software can help customer service departments keep track of customer calls or emails and direct them more quickly to the departments or individuals who can assist them. ThinkSecureNet has you covered. Save my name, email, and website in this browser for the next time I comment. Train your support team to ask the right feedback questions at the right time via the right channels. The queries that need human support can be directed to live agents. 1. If a service rep transfers the customer to different departments hoping to find someone who can solve their issue, it often results in them repeating their problem again and again, which can cause them frustration. After you've reached out to the consumer, based on the negative feedback, address the problems internally. You should train your customer support team to be realistic and say yes to only the practical demands of customers. 4. It measures the total number of returning interactions made by the customer to get the right solution for the same issue. Poor customer service has the potential to cost your business customers before they even buy a thing. Whether a company's customer service department communicates with customers over the phone or through email, it's possible that some customers might complain about long wait times. When you lose customers, you lose sales. The metrics are the performance measurement used by the support teams to monitor, analyze and take necessary actions to enhance customer service success. A Damaged Reputation. Some businesses might even have an .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;}average time on hold.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;} (ATH) calculator that they try to keep as low as possible throughout the workday. Companies that miss out on measuring customer service fail to gain the below benefits: Thus, it negatively impacts your business in achieving complete success in team productivity, customer satisfaction, and retention. right after a customer service conversation, after a product demo, or after a successful transaction. Great customer service starts with a great company culture. 2. Depending on the severity of your customer loss, the number of profits you lose as a result could have a lasting impact on the financial health of your business. Qualifications vs. It will give a clear view of how your business is performing. Research by Microsoft states, 58% of consumers choose to switch companies because of poor customer service experience.. Though some individuals might prefer to be notified when the company fixes or resolves their problem, others might like consistent updates throughout the resolution process. CEOWORLD magazine - Top Stories - C-Suite Advisory - The Importance of Efficiency with Customer Support. Bad customer service has negative side effects in all areas of business. It also opens up a conversation with customers and develops a long-lasting relationship. He's a somewhat long-suffering supporter of Manchester United F.C. No matter how much your products or services cost, clients will support the business you run. Why is this so important? If ignored, it can have a terrible impact on your business. Here are the key areas of customer service skills. When an experience is unpredictable, people lose their sense of control and trust is diminished, increasing insecurity and making the overall experience feel less reliable. Webimpact of being unhelpful to customers. Word of mouth travels fast. Webturn, enhance customers' overall satisfaction with the firm. Not able to identify the gaps between business and customers. 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;}A Look Into Customer Needs and How To Identify Them.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;}. shearer fab intercooler review; the greens melville homes for sale One of the principles of customer service is a faster This is because customers dont care about the price tag, but they care about the value for their money. businesses can deliver real-time support to customers. Managing those two factors is quite important because the majority of your revenue is derived from the satisfaction of your clients. A dedicated support team is a great pride for any business. 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. And when its negative, it travels like wildfire. It's possible that some customers might have different expectations for company .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;}follow-up.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;}.
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