(This resource is based on an article written for LearnScope teams that encouraged them to focus on clients during the planning stages of their projects)
What do we mean by the client?
‘The client is the end user of the VET system, the individual student or business, who attends the program or purchases the services offered by the RTO. The term ‘customer’ is often used interchangeably with the ‘client’, - however end-users of the VET system receive more than a ‘product’ - they are the recipients of a service which may include pastoral care and welfare support, or professional advice and expertise.’1
What do we mean by client focus?
‘Client focus is used to describe the suite of attitudes, behaviours, tools and practices which set out to understand what the end user of the VET system wants and needs, and where possible to tailor the training product and processes to meet client needs. While customer service generally means providing a high quality, efficient, service or product to the paying customer, client focus describes an approach in which the end user is at the center of the development, design and delivery of VET processes and products. So it’s a question of orientation as well as provision.’2
The following ideas may assist you and your team in becoming more client focused within your LearnScope project.
- Involve students/clients in LearnScope team activities
- Involve clients in think tanks
- Report on LearnScope outcomes to clients or industry journals
- Identify the VET student or employee profile
- Join an interest group - real or virtual
- Subscribe to an online news services for the industry area
- Promote industry area specific projects to clients at various forums
- Use students as a resource to support LearnScope
- Ask questions of client groups
- Understand learning styles
- Create networking opportunities
- Know industry trends
- Recognise where clients can add value in your professional learning process
- Share discoveries - test out findings with clients
- Invite clients to LearnScope events
- Become a client (student)
1 Client focus in VET, (unpublished, ANTA, 2002)