Ostrom is a German company driving the green energy transition by making renewable energy accessible and inclusive. They have created a seamless, multilingual energy management platform to help consumers effortlessly switch, track, and reduce their electricity consumption. Rahel Kunkel, Operations Lead at Ostrom, has valuable insights into customer service, including the importance of patience, understanding customers' problems, and staying focused during her workday. She also emphasizes the need for empathy and creative problem-solving in customer interactions, highlighting that these are skills that bots cannot replicate. Throughout our conversation with Rahel, she shares her personal experiences, productivity hacks, and what makes a great customer service interaction, offering a unique perspective on this often-misunderstood field.