Using "I" vs. "We" in Customer Service Interactions

Introduction:

Traditional best practices in customer service recommend agents downplay their individuality and emphasize the firm by using "We." However, recent findings suggest the opposite approach is more effective.

Recommendation:

Use "I" in customer interactions (e.g., “I have exactly what you're looking for”) instead of "We" (e.g., “We have exactly what you're looking for”).

Findings:

• Using "I" increases customer satisfaction and sales across various interaction types and situations.
• An experiment showed a 19% increase in satisfaction and a 15% increase in purchase intention when agents used "I" instead of "We."

Why It Works:

• "I" creates a sense of personal involvement and empathy from the agent, improving customer perception of the firm.
• "We" distances the agent from the customer's situation.

Key Takeaway:

For better customer satisfaction and sales results, encourage agents to personalize their interactions by using "I."