Participants often ask us about 'I' vs. 'We' when speaking with customers over the phone or via email.
Here's the rule of thumb:
If it's positive, use WE, which sounds collaborative. WE creates an image of fancy 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 better service quickly.”
“We take pride in our response time. I will look into the situation right away.”
Smile, Breathe, and Rock on. We got this!