Hi,
"The fundamental issue in comforting mourners is to comfort them in their pain. The practice of reciting [the formula of] 'May Gd comfort etc', may fulfill the mitzvah of comforting mourners, but it would be better to speak to the mourner's heart and so alleviate his pain through one's words. This is the essential element of providing comfort."
(R' Yisrael Meir Kagan (Chafetz Chaim), Ahavat Chesed Perek 5)
Have a great day,
Mordechai
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