Apollo Couriers, a company providing international express mail services, has a proactive customer communications team. The primary job of this team is to identify situations that led to customer dissatisfaction, and then provide quick remedies to fix the problems. To a great extent, this has helped Apollo in winning customer loyalty. In this instance, Apollo has benefitted from .

service recovery

Explanation:

Based on the information provided within the question it can be said that in this instance, Apollo has benefited from good service recovery. This term refers to a theory that states that when a customer has a bad experience with a product/service and receives great, fast, and effective response to their issues, then that individual is more likely to become a loyal customer than a person who did not have a bad experience at all. Which is what the Apollo team is focusing on.

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