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Consistency...

- Knowledge
- Quality
- Staff attitude and behaviour
- Accessibility
- Availability (opening hours to suit customers eg Saturdays and late evenings)
- Meeting specific customer needs eg Braille and induction loop
- Dealing with problems
- Talking to customers as individuals
- Treating customers fairly

Customer satisfaction...

- Good responses
- Confidence
- Value for money
- Consistency
- Reputation
- Team work
- Approachable
- Job satisfaction

Codes of Practice...

- Adhering to Codes of Practice, compliance and ethical standards
- Manners
- Health, Safety and Security