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.
“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!