If you have an employee who has an impersonal, but professional relationship with some of your customers (say, an account manager or a sales representative) and the employee passes away unexpectedly, should you inform your customers that they have passed? Or should you just treat the situation as if they have moved on from the company?
My personal preference is not to burden the customer with the knowledge - just keep it to
Sorry, $x is no longer with us. $y has taken over their role, so I will pass you on to them.
(which is the standard script for when an employee quits/fired). Then if asked why, I will then mention that the person has passed away, but not give any more details unless again asked.
Is there another way of handling the situation?