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The Choreography of Customer Service

High Touch Service in a Touch Free World

Foreword by John G. Miller
Published by Post Hill Press
Distributed by Simon & Schuster

Customer service is a lot like dancing. You can sit on the sidelines, go through the motions, or take the time to learn. This book will give you the moves to stand out.

Chris Lynam left a passion for screenwriting to pursue a summer job as a dance teacher. More than two decades later, he found a way to combine both passions as the co-owner of seven of the top Arthur Murray Dance Studios in the world with his wife and dance partner, Daisey. Chris firmly believes that behind the atmosphere of glitter, Tango dancing, and spray tans lies one of the greatest customer service organizations in the world. The close proximity to the clients creates a level of service where the help desk lies within a dance frame and the connection is impossible to fake. That is high touch service. In a business landscape that has been hit with hardship, wouldn’t it be crazy if the answers were right there, dancing in the background?

In the past, customer service might have been the difference between a good online review and a bad one. Today, it might be the difference between staying in business and shutting down. With five customer service components, you and your business can become masters of high touch service, even in a touch free environment. Learn how to make a lasting connection with your customers; speak with clarity, conviction, and confidence; and never again leave the customer experience up to chance.

Chris Lynam is a father of five, husband of one, and needer of sleep. After a basketball injury, he took up Swing dancing and decided to take a summer job at Arthur Murray Dance studios. Over two decades later, that summer job is where he met his wife, found his calling, and where he continues to discover how rewarding the teaching process is.

“A detailed and doable playbook for delighting customers where it counts...in the real world. Highly recommended!”

– Jay Baer, co-author of "Talk Triggers: The Complete Guide to Creating Customers with Word of Mouth"

"The best business leaders understand that brands which stand the test of time are all ultimately focused on one thing: people. This book is a must read for anyone wanting to unlock the secrets of more meaningful customer interactions, growth, and lasting success."

– Brent Gleeson, bestselling author of "Taking Point" and "Embrace the Suck"

“In 2006 I was given the incredible opportunity to develop an international training team for Arthur Murray International. The team was to start with only four trainers. The objective was first and foremost to train up the next generation of leaders. Within our organization, there are so many qualified and dynamic trainers. So how could I select four? I set myself to the task of prioritizing the most important gifts, talents, and character traits. Integrity surfaced to the very top of that list. Then add in track record, charisma, humility, and teaching ability. This criteria led me to Chris Lynam as a standout. Chris not only embodied these gifts, talents, experience, and attitude needed, I could trust that he would set an exemplary example. Chris has gone on to train staff and franchisees worldwide. Chris has a spirit of excellence in all he does. As the sages of our industry have passed the torch, I am personally proud to be a witness to his continued truth and integrity in action.”

– Claudia Marshall, author, trainer, franchisee, and former International Training Director for Arthur Murray