How to Write in a Company's Brand Voice

i'm curious about a person's capacity to write in their organization's brand voice. I really care about how we help front line customer service agents understand what their company's brand voice is. So i believe that most people who work for companies can be coached to use the brand voice in the way that their job calls upon them to use it. And it requires coaching, and it requires collaboration between parts of the company that may not have good patterns of collaboration.