HOLD 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.
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.
You'll discover:
Part memoir, part expos? and part call to arms, HOLD 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.
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.
If you've ever screamed "Let me talk to a human!"-this book is for you.外文書商品之書封，為出版社提供之樣本。實際出貨商品，以出版社所提供之現有版本為主。部份書籍，因出版社供應狀況特殊，匯率將依實際狀況做調整。
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