These canned responses totally miss the point. Good support comes from putting knowledgeable people who truly care on the front lines, and giving them the tools

These canned responses totally miss the point. Good support comes from putting knowledgeable people who truly care on the front lines, and giving them the tools and authority to get things done directly. I'm sure everyone here's experienced the difference between a support superstar vs. apathetic call centre zombie. High-caliber reps don't need to fake it with cosmetic literary lipstick. On the other hand if you're using these templates to script the interactions of your underperformers, their tone and empathy will lose authenticity as soon as your customer figures out they were cut and pasted by someone who couldn't be bothered to personalize a response.