The Truth Is Spreading
“Ostensibly the goal of customer service is to serve customers. Often enough, its true purpose is to defeat them.”
— The Atlantic.
Hold: THE SUFFERING ECONOMY OF CUSTOMER SERVICE — And the Revolt That’s Long Overdue
This isn’t another “customer-first” book. It’s a flamethrower. Hold reveals why customer service feels like a trap — because it was designed to be one. It’s part exposé, part survival guide, and 100% fuel for the revolt.
This isn’t a business book. It’s a warning label.
In HOLD, Amas Tenumah rips the polite mask off modern customer service and exposes the truth: the system isn’t broken — it’s optimized for profit, not people. From inside the call center to the C-suite, he reveals how customer service became a slow, bureaucratic war of attrition. With wit, data, and real-world scars, HOLD makes one thing clear: this isn’t just about long wait times or bad chatbots. This is about trust, power, and the quiet suffering we’ve normalized.
“It’s not ‘bad service.’ It’s strategy—wrapped in a phone tree.”
— from HOLD
“We built a system to contain customers, not serve them. And it’s working.”
— from HOLD
