Question

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 ________.

1) product differentiation
2) good service recovery
3) multibranding
4) place marketing
5) co-branding

Answer 1

Apollo Couriers has benefited from good service recovery by quickly addressing customer complaints and restoring satisfaction, which helps in maintaining customer loyalty.

Step-by-step explanation:

The question is regarding the benefit a company gains from a specific business practice. Apollo Couriers, by identifying customer dissatisfaction and responding swiftly to fix the issues, has benefited from good service recovery. This term refers to the actions a company takes after a service failure to correct the problem and restore customer satisfaction. Companies that excel in service recovery can often transform dissatisfied customers into loyal ones. Good service recovery can include things like promptly addressing complaints, offering refunds or discounts, and making sure customers feel heard and their issues are being treated as a priority.