What has been your overall customer service experience with various companies or organizations as of late? Do you feel like you’re stuck spending way too much time trying to resolve an issue that shouldn’t take as long as it does? Amas Tenumah, MBA, author of the new book, HOLD: The Suffering Economy of Customer Service joined us to discuss customer service failures, the real reasons behind long hold times, dead-end chatbots, disempowered agents, and why it's all designed NOT to solve your problems. Amas took listeners’ calls about customer service questions and stories!