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Hold by Amas Tenumah at Abbey's Bookshop,
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Amas Tenumah

Hold

Amas Tenumah

$57.95   $48.97

Hardback

Not in-store but you can order this
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English
Bien LLC
28 November 2025
Communication studies; Social theory; Customer services
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:

Why wait times and transfers are built into the system How ""omnichannel"" became an illusion of choice Why your frustration is a feature-not a bug What you can do to fight back

Part memoir, part exposé, 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.
By:  
Imprint:   Bien LLC
Dimensions:   Height: 234mm,  Width: 156mm,  Spine: 33mm
Weight:   925g
ISBN:   9798218763640
Pages:   538
Publication Date:  
Audience:   General/trade ,  ELT Advanced
Format:   Hardback
Publisher's Status:   Active

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