Using euphemism to cushion the blow of request rejections

A reader whom I’ll identify here only by the initials DMP sent me the following letter early this week:“I recently started working as a customer service representative, and part of my job is to inform customers about the results of their service applications.

“Most of the time, I don’t need to provide specific information on why their applications are being approved or rejected. However, there are instances when customers demand an explanation, and we are then required to elaborate. This often makes me very uncomfortable especially when the reasons are sensitive in nature, such as when the rejection is due to their bankruptcy status, or because their company is winding up, or that a family member has called in and told the company that the applicant is mentally unsound.“Would you have any suggestions on how to gently phrase those three situations to customers?”