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12. Question : (TCO 8) A company's culture is made up of: 13. Question : (TCO 8) Many customers get their first impression of your company from: 14. Question : (TCO 9) Calling yourself Mr. or Ms. may give the impression that: 15. Question : (TCO 8) Which employees do most customers associate with a company? 16. Question : (TCO 10) The three-step process for acting on complaints does NOT include: 17. Question :