Sometimes friends and associates give me grief for over-using the first person during discussions. I am aware it sometimes comes off as egotistical, but there is a more central reason for it. The practice stems from my viewpoint on the world.
"I" seems, to me, more honest and based on personal experience.
"You" or "they" is more often judgmental, a degree removed, and likely to be wrong.
In the news recently. A couple who wanted to have their wedding at a ritzy five-star hotel found out in a not-so-pleasant way... it isn't going to happen. The hotel's wedding planner sent an email to her boss and accidentally cc'd the couple saying, "I know this probably doesn't sound very nice, but I am trying to put this wedding off as I don't think they are the type of people that we would want to have at Stoke Park."
I will avoid debating the rights of a private establishment to refuse service to whomever they choose. I'll also ignore the fact the bride in question is adult glamour model Pauline Bailey.
There’s another customer service lesson here besides remembering to watch the cc line in those emails. The lesson is: think positively about your customers and pretend like they’re eavesdropping on everything you say about them.