{"product_id":"hold-9798218763640","title":"Hold","description":"\u003cp\u003eHOLD 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.\u003c\/p\u003e\u003cp\u003eWith 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.\u003c\/p\u003e\u003cp\u003eYou'll discover: \u003c\/p\u003e\u003cul\u003e\n\u003cli\u003eWhy wait times and transfers are built into the system\u003c\/li\u003e\n\u003cli\u003eHow \"omnichannel\" became an illusion of choice\u003c\/li\u003e\n\u003cli\u003eWhy your frustration is a feature-not a bug\u003c\/li\u003e\n\u003cli\u003eWhat you can do to fight back\u003c\/li\u003e\n\u003c\/ul\u003e\u003cp\u003ePart 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.\u003c\/p\u003e\u003cp\u003eWhether 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.\u003c\/p\u003e\u003cstrong\u003eIf you've ever screamed \"Let me talk to a human!\"-this book is for you.\u003c\/strong\u003e\u003cp\u003e\u003c\/p\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eBinding Type:\u003c\/b\u003e Hardcover\u003cbr\u003e\u003cb\u003ePublisher:\u003c\/b\u003e Bien LLC\u003cbr\u003e\u003cb\u003ePublished:\u003c\/b\u003e 11\/28\/2025\u003cbr\u003e\u003cb\u003eISBN:\u003c\/b\u003e 9798218763640\u003cbr\u003e\u003cb\u003ePages:\u003c\/b\u003e 538\u003cbr\u003e\u003cb\u003eWeight:\u003c\/b\u003e 2.04lbs\u003cbr\u003e\u003cb\u003eSize:\u003c\/b\u003e 9.21h x 6.14w x 1.31d","brand":"Amas Tenumah","offers":[{"title":"Default Title","offer_id":51948762431669,"sku":"9798218763640","price":23.79,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0473\/0804\/6492\/files\/img_f7ea89ad-d03b-40e0-96b4-3b0611442808.jpg?v=1762272782","url":"https:\/\/pastforward.org\/products\/hold-9798218763640","provider":"Past Forward","version":"1.0","type":"link"}