HOLD: The Suffering Economy of Customer Service, And the Revolt That's Long Overdue

LET ME TALK TO A HUMAN!' We’ve all shouted it. Whispered it. Thought it while rage-pressing zero. In HOLD: THE SUFFERING ECONOMY OF CUSTOMER SERVICE, Amas Tenumah delivers a searing indictment of how modern service was designed—not to help you, but to wear you down. This isn't a how-to. It's a how-dare-you.Tenumah draws from years inside the belly of the corporate beast, where service is measured in KPIs, customers are problems to be deflected, and automation is the holy grail—so long as it keeps complaints quiet and costs lower. He connects the dots between corporate incentives, AI illusions, and the slow erosion of human connection. You’ll learn: Why wait times are a feature, not a flawHow cost-cutting masquerades as “innovation”. What companies really mean by “world-class service” And why the future of service depends on a revolt—led by us Blending real stories, biting wit, and an operator’s insider knowledge, HOLD is a rallying cry for anyone who’s tired of being treated like an afterthought—and ready to demand something better. Modern service is working. Just not for you.