Training Process

Training process

Maintaining a great customer support team and training them well in the process is vital for any web hosting service. Like all other process, our Training and Quality process as well is determined by industry, client and customers ( both internal and external) needs.
Equal importance is given to soft skills as much as technical skills. Our Support staff gets trained and monitored constantly in the following areas.

Basics of good customer service

A web hosting business must have a good customer service to cater to its many customers with various needs and differing expertise levels. The importance of service is stressed and the mindset and attitude of the support team is groomed accordingly during all training sessions. Since client satisfaction incorporated in the company’s vision and quality objectives the value of good customer service is driven in to the minds of the support team right from induction.

Focus on response and resolution time

The customer care and support staff needs to be present 24 x 7 to address all the web hosting related problems. These problems can arise any time, and therefore the web hosting service must have a good support staff that’s not only present but is also quick to respond and resolve. Training with respect to this is done during induction and process training and given utmost importance during quality checks and coaching sessions that follow:

Handling Customer complaints
A hosting service that has a good customer support staff will always be successful in this business. Customers can quickly grow impatient if their website faces some difficulty. A customer can face an unexpected website downtime or it can be a minor problem with some web page that starts downloading slowly. The customer will always reach the support staff for every difficulty that he faces, whether the problem is from his mistake or not. He will demand an immediate resolution of the error, might get impatient and irate at times. There are so many possibilities of a problem arising, but the web host’s support team needs to be patient and provide the quickest possible solutions to these. A good web hosting customer service will always deal with such problems and successfully calm the irate customers and we train our team to be one.

Maintaining professionalism and a friendly approach
Many a time the customers can be unreasonable; a good web hosting service support team needs to act professionally with them. Our team is constantly trained to deal with any such situations.

Communication skills and phone/chat/email etiquette
A customer builds an image about the company and organization through the support staff that he or she is in constant touch with. The business of web hosting depends on how well these employees communicate with the customers, how well they present the plans, listen and understand their queries and problems and communicate solutions. The entire staff is trained on communication skills including cross culture and business etiquette.

Industry, Technology, problem identification and troubleshooting
Efficient staff members, who can understand what the problem is, provide customers the time frame on when the problem can be resolved and also who can solve it quickly are needed. Our team is well trained on technology – both industry and client based and on trouble shooting, here again, both common and client specific process and procedures.

Quality focus and coaching
A division of an ISO certified organization, ACTSupport makes sure that its support team is quality oriented and emphasizes on the same through its induction, process and coaching sessions. To take a look at our Quality process Click here

Training methodology:

• Organized and modular training material and also an exhaustive internal knowledgebase written and complied by our support staff themselves is available. Our staff can easily access it not only during training but also later for reference and review.
• Talk less, do more approach is applied with enough demonstration and lab sessions on how things work.
• Sessions are designed and delivered to be interactive and participative complementing conventional methods like oral examinations and lab tests.
• Simulations and exercises are designed that will ensure that the support staff brains get a lot of exercise.
• The Trainees buddy up and barge in which gives a peak at real-time situations

Overall, it’s a result oriented practical approach which is also constantly redesigned based on industry, client and customer needs and also on inputs from the quality system.