The study compared how English and German customer service emails differ in style and use of pronouns. English emails are more people-focused, while German emails are more content-focused. Both languages use similar structures, but German emails use more "we" references. In some cases, agents use "I" pronouns to apologize, showing a shift in identity. Overall, German agents use more "we" references than British agents, and they sometimes distance themselves from the company within the same email.