My, Myself and I...

Participants in training classes often ask about 'I' vs 'We' when speaking with customers over the phone.

Here's a rule of thumb.

If it's positive, use WE, which sounds collaborative.  WE creates an image of NASA scientists standing around in lab coats with clipboards waiting to solve customer problems.

If it's negative, use I to demonstrate that you are taking responsibility.

For example:

  • I apologize for that.  Here's what we can do.
  • Let me look into this, so that we can get you service quickly.
  • We take pride in our response time. I will look into the situation right away.