I have been told by my employer that it is "appropriate" to brand at the end of a call where a surviving spouse called in to say that our company, having been informed that his wife died, had issued a refund to the wife, instead of the estate.
While I helped the customer get to the correct department to reissue the check, I closed by offering my condolences. I did not, however, "brand" with "thank you for calling ____________. We appreciate your business." I was coached on this.
Now, for 40 years -- and I've been in other businesses, as well as my own, since 1969, it was considered very crass to intrude on one's bereavement by branding the company at the close of the call --especially to a survivng spouse. Has this changed, or is my employer out of touch?