DEAR MISS MANNERS: I’m an auto claims insurance adjuster, and occasionally take calls from customers whose loved ones have been killed in an accident. While I can almost always assist with their insurance needs, I don’t know how to end the call.
It feels wrong and insensitive to end the call the way I normally would, with something along the lines of, “Have a great day!” I want to express my empathy, but don’t know what else to say.
What is an appropriate, empathetic and professional thing to say before ending these calls?
GENTLE READER: The empathetic and professional thing to say is, “Once again, I’m sorry for your loss and if there is any further way I can be of assistance, please let me know.”
It is no less appropriate for its lack of originality — something Miss Manners sees as a virtue, given how badly it often ends when people improvise in an attempt to demonstrate greater feeling.
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