I Regret the Delay, or I Apologize for the Spilling Error

Ike: We train our front line customers, service agents, well enough that we can trust them to communicate candidly with customers. That's the first thing, training, writing, training for front line agents. Second, we provide templets, or macrows, or knowledge articles, whatever you want to call them, form letters. But third, we expect our front line customer, service agents to customize them.