In the Resolution Video, you will see the CanGo management team's assessment of its customer service problems. You'll also preview its plan to recapture lost customers. Watch the video to see how that plan unfolds. As you watch, consider the factors that may complicate the implementation and management of this plan, given that CanGo is a service-oriented firm.

Watch the Resolution Video to see how things turn out at CanGo. After you've seen how things turne out with this problem, proceed to the next page to examine another important crisis at CanGo.

 
 
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