Books
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.
We built a system to contain customers, not serve them. And it’s working.
Read the bold introduction and first chapters of HOLD — free.
Waiting for Service (2021)
You hate waiting in line or on the phone for customer service. There have been plenty of books about customer service, that all seem to offer "secrets" to improve customer service. This is not that book. I instead want to focus on why customer service is so broken and give you the secrets to get around it. Customer service is bad by design. Your bad customer service is not random, it is intentional. Customer service is universally terrible, this is not an opinion. You do not have to believe me, I am saying it is raining outside and you can simply look out the window. I spent two decades helping dozens of your favorite brands with customer service. You will laugh, get mad all over again at some of the conversations I have had with executives around customer service. I name names, expose customer service nightmares from Travel, to Cable, Walmart, fast food and so much. I also provide you with how to get around bad service and offer radical thinking to reset customer service.