HOLD

<p><em style=color: rgba(0 0 0 1)>HOLD</em><span style=color: rgba(0 0 0 1)> is not just a book about customer service-it's a manifesto for everyone who's ever been put on hold stuck in a chatbot loop or told we value your call by a machine that clearly doesn't.</span></p><p><span style=color: rgba(0 0 0 1)>With sharp wit and hard-won insight Amas Tenumah reveals a brutal truth: customer service hasn't failed. It's succeeding at its real goal-minimizing costs reducing human interaction and getting you to go away quietly. Drawing from years in the corporate trenches Tenumah exposes how businesses design friction on purpose manipulate loyalty metrics and use AI to automate empathy at scale.</span></p><p><span style=color: rgba(0 0 0 1)>You'll discover:</span></p><ul><li><span style=color: rgba(0 0 0 1)>Why wait times and transfers are built into the system</span></li><li><span style=color: rgba(0 0 0 1)>How omnichannel became an illusion of choice</span></li><li><span style=color: rgba(0 0 0 1)>Why your frustration is a feature-not a bug</span></li><li><span style=color: rgba(0 0 0 1)>What you can do to fight back</span></li></ul><p><span style=color: rgba(0 0 0 1)>Part memoir part exposé and part call to arms </span><em style=color: rgba(0 0 0 1)>HOLD</em><span style=color: rgba(0 0 0 1)> is a rare mix of operational wisdom and cultural rebellion. Tenumah doesn't just point fingers-he explains how we got here who profits from your pain and what it'll take to change the game.</span></p><p><span style=color: rgba(0 0 0 1)>Whether you're a fed-up customer a call center employee or a leader trying to do better this book will change how you see the economy of service forever.</span></p><blockquote><strong style=color: rgba(0 0 0 1)>If you've ever screamed Let me talk to a human!-this book is for you.</strong></blockquote><p></p>