G&S was a british commercial distributor with operations in manyu countries around the world, Spain among them. With an impressive history of success since 1884, in 2001 a companywide crisis particularly affected Spain's operations, and placed its leadership team in a multifaceted challenge. This case study offers the opportunity to think about how the HR department of Spain, leaded by Nicole Newman, would be able to face this challenge from the perspective of customer service. This all happens within a restricted budgetary situation, and with high ROI expectations for any new initatives that tackle the problems. To make things worse, employee morale was at dangerously low levels...