They know only how to rattle out the prescribed responses. So maybe someone should add to their little instruction books a few sentences like: "Of course we feel the deepest sympathy for you/him/her" and "It is indeed deplorable that you/he/she suffered what you/he/she did." The victims would then be comforted to hear such words, not knowing that these words, too, are just being parroted in line with official instructions.