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Graypen constantly monitors and tracks performance so that we can ensure we maintain the highest customer service standards. Service and performance management is maintained at all times to oversee our working procedures and to ensure that a consistent high quality value service is maintained. Often, the real value of a Port Agent will only show itself when things go wrong. Accepting responsibility for our own actions and working diligently to put situations right, whilst learning to develop processes to avoid repeat failures in the future demonstrate an accountability and professionalismthat is recognized by our clients.