impact of being unhelpful to customers impact of being unhelpful to customers

Bad customer service is detrimental to any business. Saying yes to everything that your customer demands leads to dissatisfied customers when you turn out. 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. Or how would they feel if you are given inaccurate data about a specific transaction? and video chat, businesses can improve one of the key metrics i.e. And when its negative, it travels like wildfire. To get those recommendations, you need to offer great customer support and resolve every query with patience and understanding. 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As a business owner, to achieve that perfection in CX, you need to be highly efficient and ensure that you dont slack off on any tasks. 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;}. Thus, it was agreed that customer's intention to remain with a particular service company is heavily It shows that one instance of worst customer service failure can have serious consequences. My Competitor is Already Succeeding with They Ask, You Answer Should I Change My Approach? Responding publicly to negative reviews, accepting responsibility for the wrongdoing, and informing people that you're making strides to permanently solve the issues can do wonders for negative perspectives people may have of your brand. Customer support is very important to retain customers and gain new ones by means of recommendations. "If this is the service I get when they're trying to take my money, how are they going to treat me once they have it?". Snigdha Patel is a customer experience researcher, author, and blogger. Factor 3. Great customer service starts with a great company culture. Customers expect real-time responses. 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. I was lucky enough to see The Lehman Trilogy at the Gillian Lynne Theatre in London last month. Training support representatives is vital to deliver efficient customer support. That will lead to those employees being motivated to come into work and give their 100%. provide a higher level of intuitive support and have better customer satisfaction. Some key elements of poor customer service are: According to the report by WalkerInfo, customer experience will outshine price and product as the key brand differentiator by 2023. Use NPS or CSAT surveys to measure your customer satisfaction. However, if a customer still feels like they're having a bad day or unpleasant experience, it's beneficial to contact them using another customer service rep and discuss the problem in more detail. Building customer loyalty can also help increase the number of repeat customers and purchases. If you give a customer impeccable customer support, that will provide you with a competitive advantage over your competitors. 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. A waiting time guarantee is a Its obvious that bad customer service can impact your business, but it doesnt have to break you down. If you wouldnt do it, why would your customers? Great customer service upfront leaves an awesome first impression and gets leads excited about doing business with your company. 2. It reduces the negative impact of customer support and helps build great success stories. Collect feedback from customers on a regular basis. and chatbots are the best communication channels when it comes to delivering real-time support. Managing those two factors is quite important because the majority of your revenue is derived from the satisfaction of your clients. If you think about that, you'll do things differently." Measuring customer service quality is one of the vital aspects of every business. Know your brand offers and discounts prior to offering to customers to maintain brand efficiency. Thus, they may become fed up and decide to leave their positions. Delay is an important issue for service providers. Reach Your Customers on the #1 Messaging Channel, WhatsApp. The factors that have a negative effect on customer service are inefficient support staff, lack of real-time support, or unable to understand your customer needs. The queries that need human support can be directed to live agents. These are generally small bumps in the road and don't constitutebad customer service. Consider this, how would a customer feel if the query isnt resolved even after calling for multiple times? Webperceptions and customer satisfaction. After you've reached out to the consumer, based on the negative feedback, address the problems internally. Customer loyalty is a strong predictor of a businesss long-term viability because loyal customers are durable. Live chat and chatbots are the best communication channels when it comes to delivering real-time support. "It takes 20 years to build a reputation and five minutes to ruin it. 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. Reward your best employees and don't keep bad employees around. The customer experience example of Frontier Airlines shows the importance of CX. Not to eliminate those Customers pay for products and reasonably expect to get value. Customer service is arguably the most important thing for your business to get right. Customer feedback is a vital ingredient for the success of every business. Want more helpful tips, like why your business needs a service desk? 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. Positive chat transcripts and phrases can help to deliver faster responses and a consistent brand experience. You can deliver technical support and deliver the best virtual in-person experience. This is because customers dont care about the price tag, but they care about the value for their money. 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. If your business is missing out on this factor, it might not be able to offer. Develop a customer retention strategy that builds brand loyalty. There 4. Micromanagement signals that you do not trust your employee to do the job which takes a toll on engagement and often erodes confidence. # Best CEOs In The World 2019: Most Influential Chief Executives. You can use live engagement tools to greatly increase your team productivity and deliver a good customer service experience. 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. Also, make sure to use a "Smarketing" strategy that aligns marketing and sales goals. To accomplish that, the customer support representative has to put himself in the customers shoes. 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;}. Do You Need a Disaster Recovery and Continuity Plan? 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. For instance, the average Not having a competent team can create the worst customer service examples. These situations, however, are usually considered universally unacceptable: Companies who are guilty of these bad customer service traits oftenface negative consequences -- many of which are difficult to overcome and can lead to the company's failure. When the product is finally delivered, or put back on schedule, it can be helpful for the service rep to reach out and ask the customer if everything arrived okay and if there's anything else the company can do for them. Have you been bothered to know whether your customers are happy with your service quality, products, or overall brand? Trying to see things from that perspective will help the representative have a little empathy. With co-browsing, collaborate with your customers screen in real-time and know where exactly the customer is facing the issue and help to complete the complex process or form fill up much faster. Proper training over customer service skills and etiquette will build up a dedicated team that will improve your brand reputation and increases customer loyalty. It's only normal for small mistakes to happen or to encounter customers that are impossible to deal with. It is important for businesses to understand how a poor service experience would impact the overall brand. It is crucial for the support team to have the right skills and etiquette to use powerful phrases for effective customer service. 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. However, if the question or problem requires extensive research or conversations with other employees, it can be beneficial to call the customer back instead of keeping them on the phone for a long duration. Unhappy employees and older machinery tend to cause more errors than their more efficient counterparts. Every company should invest in a program to train customer support on how to treat customers perfectly and how to fulfill their role as support representatives. Positive chat transcripts and phrases can help to deliver faster responses and a consistent brand experience. Unhelpful customer service Sometimes, the customer service representative might not have all the answers. However, it's also possible that the service rep might need to talk about the problem with a different company professional or conduct research. If your team doesn't already use a CRM, start using one immediately. You should convey to customers what you mean actually. Here are the key KPIs & metrics to measure customer service satisfaction. How annoyed would you be? Customers expect businesses should listen to their problems, value them and offer prompt solutions. In 2003, Hansen and other authors stated that customer's commitment towards a service company significantly relies on customer's commitment to the customer-contact employee. As part of REVE Chat, she focuses on helping organizations maximize customer experience using omnichannel messaging and conversational AI. It helps to initiate a proactive chat with website visitors & customers to provide the right guidance, stuck on a specific page on your website. With live engagement tools, deliver faster solutions with interactive and personalized communication. Your brand's reputation is incredibly valuable and not something you want to lose control of. when they have queries. # Most Startup Friendly Countries In The World. Fail to resolve in the first touchpoint. Serving as the lead content strategist, Snigdha helps the customer service teams to leverage the right technology along with AI to deliver exceptional and memorable customer experiences. 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. Save my name, email, and website in this browser for the next time I comment. If your customer service agents arent naturally empathetic, it can be more difficult for them to naturally apply it to support conversations with customers. Measure outcomes. Ben Brearley. You can identify the gaps between the customers and the business and end up with a product that is sheer perfection. Weborleans county fair 2021 dates. When bad customer service is normal, they don't feel incentivized to improve. That will lead to those employees being motivated to come into work and give their 100%. Some key attributes of good customer service are: Bad customer service results in clients dissatisfaction and builds a negative customer experience. Good customer service really speaks for itself. 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. 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. For example, it can harm your brand, your reputation, and more. However, a company culture where quick, friendly, and professional customer service is expectedsets the bar higher for average employees. You should train your customer support team to be realistic and say yes to only the practical demands of customers. It means the response time of the channels you provide should be reasonable. Bad customer service has negative side effects in all areas of business. Inbound marketing is customer-focused and inherently aids customer service, but that doesn't mean companies who use it can't still be guilty of bad service experiences. Research by Microsoft states, 58% of consumers choose to switch companies because of poor customer service experience.. Second, the phone is often viewed as a hassle average resolution time. Poor customer service affects customer lifetime value (CLTV) as they leave you after a negative customer support experience. 1. 2023 IMPACT, All Rights Reserved The resulting score determines the level of satisfaction of your customers and highlights the areas that need improvement. Whenever a potential client also looks for related products or services, your business will get recommendations because it is known for good customer service. Angry customers often take to their keyboards and vent their frustrations online be it in the form of a negative review, an irate tweet on Twitter, or something else. It might have adverse effects on business, such as decreased customer loyalty and higher customer churn. However, it's also possible that the business just doesn't have the right resources to maintain the .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;}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;}. How to train customer support representatives. Customer service experience is a vital cog for any business, but how vital is it? It is important for businesses to understand how a poor service experience would impact the overall brand. Hubspot research says, 90% of customers rate immediate response as very important when they have queries. 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. 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. 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. 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. How Does Poor Customer Service Affect your Business? Imagine this: Youre a customer inquiring about a good or service and you never receive a response. At this point,you're forced to decide, do you cut costs and try to ride it out or do you double down on marketing to attract new customers? Good customer service and business success are closely associated. It also improves customer satisfaction and cultivates loyalty. 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. It's also possible that the product might not help a customer like they were hoping. Tom DiScipio. It's possible the customer service rep might just need more information about the customer's problem. It's also possible to prevent the situation proactively by providing customers with useful resources and troubleshooting materials on the company's website. The following is a list of the effects that come from inconsistency. 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. Provide authentic information related to products and services to avoid future confusion among customers. She creates contextual, insightful, and conversational content for business audiences across a broad range of industries and categories like Customer Service, Customer Experience (CX), Chatbots, and more. Customers today are quick to write negative reviews online when they have a bad experience with a company. These tools help your business to reverse from bad customer service to a good examples. Building customer loyalty: It's possible to build customer loyalty by solving their challenges and assisting them with their needs. Skills: Definition, Differences and Examples, Basic Medical Terminology: 100 Medical Phrases To Know. WebFacilitate customer flow while keeping them entertained. Sure, They Ask, You Answer Works in Other Industries But Will It Work in Mine? Do not get insights into how your business is performing, Unable to know your customers perception of your products & services. 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. This leads to the right expectations and hence makes the customer experience better. 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. 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. Poor customer service has the potential to cost your business customers before they even buy a thing.