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04-13-2008, 12:27 AM #1Aspiring Evangelist
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- Apr 2007
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- New York
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How to Train your Webhosting Staff?
Hello,
I was wondering how you guys train your Webhosting staff? Right now, i have never done any trianing, I have always just done a thing where if they have questions they ask, but i dont think it is working how I planned, and I do not know how to train the staff. Any information would be helpful.
Regards,
Ryan
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04-13-2008, 07:43 AM #2Retired Moderator
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- Jun 2003
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- Proud She-Geek
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- 1,723
You can put together a type of manual that's specific to your company and outlines how staff is to handle certain procdedures - ie, when to escalate a ticket to management, handling a rude customer, and so on. Have a demo/instructions of how your helpdesk works (if they are responsible for manning it) to help them find their way around it more easily. Get an idea of the most common questions your staff is/has asked and add those as well. Some here at WHT have mentioned having a wiki accessible to only management/staff, which makes keeping it updated much easier.
You probably expect your staff to know how to do the technical part of their jobs (setting up accounts, handling billing issues, and so on), so theoretically you should be able to focus more on how you'd like them to do/handle things in your company.
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04-13-2008, 08:18 AM #3Retired Moderator
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- Mar 2004
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- Singapore
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Normally we have manuals, but the main training is OJT under which the new staff is trained by a senior staff. I think OJT should be the most efficient under such working conditions.
Of course besides OJT, there are the customary MCSE etc certifications which needed to be train by outside organization.
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04-13-2008, 08:40 AM #4Big fan of RajiniKanth!!!
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04-14-2008, 05:24 AM #5Web Hosting Master
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- Mar 2004
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- 551
We do OJT and have extensive internal documentation, including a wiki.
Then once a year, we all meet in one place (we are spread across 2 countries) for a company "retreat" for a few days and train together, as well as doing some fun activities like going go-karting, dinners, etc. I think this year we'll go to Bangkok
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04-14-2008, 05:57 AM #6Web Hosting Master
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- Oct 2007
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- 1,903
I think that the best way is unusual situations. Very close to the real ones. I think that you can imitate them
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04-14-2008, 06:52 AM #7Web Hosting Master
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- Jun 2003
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- World Wide Web
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- 581
Challenge always would be the new staff..well , besides manuals probably what you can do is in your training schedule put aside a week or maximum two weeks where the new staff teams up /buddies up with an experienced staff in real time operations ; that he he /she gets an hang of the real thing ..coz any amount of training in the training room or reading manuals can do do only so much ..the real experience would mean a lot
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04-14-2008, 10:23 AM #8Web Hosting Master
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- Oct 2007
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- Reading, UK
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- 602
We have a wiki and go through a 2 day intensive training plan with all new starters. That covers everything from where to find information to what our different clients SLAs are.
Toby
Xeo Solutions - Discovering Innovation
Managed Service Provider & Cloud Hosting | Launching Late August 2019
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04-14-2008, 10:38 AM #9Retired Moderator
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- Mar 2004
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- Singapore
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- 6,990
Precisely! The certs themselves aren't much use as what they are doing are more than what the cert is examining. But you do find more confidence in the staff after completing the course. So I would consider it a worthwhile investments.
This also helps to show that at least the company take care of them, with more of such certs, when the time comes that they feel they need a new working environment, such certs will certainly increase their value in the work market.
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04-14-2008, 10:51 AM #10Web Hosting Master
- Join Date
- Oct 2007
- Location
- Reading, UK
- Posts
- 602
Only issue with training is that once trained you must do something to make sure that you keep your team and they are not poached off by other hosts that are willing to pay more than you. So remember to write something into your contracts to prevent this!
Toby
Xeo Solutions - Discovering Innovation
Managed Service Provider & Cloud Hosting | Launching Late August 2019
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04-14-2008, 01:23 PM #11WHT Addict
- Join Date
- Dec 2007
- Location
- IN
- Posts
- 146
Get some manuals and show live demo for the staff. If the staff understand what you say, you are somewhat safe. If they don't understand after training three to four times, fire them and get a new one.
Note: First teach the command rm -rf and its impacts LOLLast edited by inway; 04-14-2008 at 01:24 PM. Reason: custom
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