Escalations are easier than normal calls?

My team leader has had me taking some of his escalations lately, and I’m shocked at how I can say the exact same thing to the same customer but because they believe I’m from higher up they are much more likely to take my word for it on whatever the issue is. Not to mention that you have time to research the issue before making the call to the customer so you are already prepared for what avenues the conversation may take. I dunno just thought it was interesting, anyone else find the same?

What do you think?

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