Deezer is a music streaming service, started in 2006, with its HQ in Paris and a large office in Hammersmith, London. Deezer is available in more than 180 countries, partnering with thousands of independent and major labels, with one of the largest catalogues out there (53 million tracks and counting) and 14 million active users.
Kean L&D was approached to work with the Customer Service Management team which had recently expanded – with a mixture of in-house talent and external hires. Customer communication all takes place online – in different timescales and languages – and the management team wanted some support in developing their leadership capabilities and helping them to work together as effectively as possible.
Laura from Kean L&D worked with the team of four managers over a period of approximately 3.5 months – through group workshops and individual coaching sessions. We focused on the practical use of tools and techniques in performance management, providing feedback, coaching, relationship building and managing change – as well as developing a greater understanding of the psychology of what people want from work and how they communicate.
The sessions were participative, responsive and informal and generated team-led ideas on a number of new initiatives to increase team engagement and sustain performance levels.
As a result of the intervention, managers developed their confidence in utilising their management skills and developed even stronger relationships within their team. Customer satisfaction rose over the time we worked together and customer waiting time reduced.
Patrick Dunford, Deputy Global Client Services Manager, said: “Although there are many factors that contribute towards the completion of these KPIs, I am confident that improved performance management and coaching of our staff was an extremely significant factor that ensured our success.”
We loved working with the team at Deezer! They’re curious, committed and genuinely hugely nice people who want to provide a great service – the perfect client!