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The Performance Link consistently delivers tangible results, from marked improvement in our department's ability to deal with difficult customers, to increasing our customer satisfaction level through the development and implementation of a Secret Shopper Program. The Performance Link designed the criteria and administers the Secret Shopper Program, used each month to follow up with each employee, so that we know if we're still on track with customer service. The dynamic, passionate training provided by The Performance Link, as well as the Secret Shopper Program, assures us that we are altering behaviors and getting results.