Relations between TVET and client services
Annually, Ghana joins the rest of the world in celebrating “Client Service Week”, a key aspect of service provision.
The observance of the week-long programme remains pivotal in enhancing business growth and fostering key relationships.
It also presents an opportunity to review and assess strategies for engaging clients.
The focus on clients is to explore ways to improve service.
Corporate reputation is reflected in corporate image.
The informal practitioners in the Technical and Vocational Education and Training (TVET) industry are not paying attention to industrial reputation to enhance their image.
The required skill sets are present; however, the integrity and dignity to engage and sustain clients are critically lacking.
Again, meeting delivery and completing project deadlines remain abysmally outstanding.
Many practitioners do not take client service seriously, hindering the growth of their customer base.
Concerning the delivery of project quality and specifications, they are severely deficient.
The deficiency in the reliability of their service provision is glaring.
These have tarnished their reputation.
The prevailing situation has set Ghanaian artisans in competition with others from the West African sub-region, such as Togo, in the area of masonry.
Additionally, trust issues are harming their client base.
In the 21st century, these informal TVET practitioners rarely answer calls or return them when missed.
This stems from their prior engagement with clients and their self-conduct.
Some practitioners overestimate and waste materials. Sometimes, the materials purchased and the quality of work vary.
This is not client service but a disservice.
There are cases of uncompleted projects for which the craftsperson has charged a fee, with financial commitments made by the client.
Unfortunately, the craftsman and woman will either not be available or delay completion.
Contact links
Despite the above, there is a deficiency in the daily interaction between TVET practitioners and their clients.
Presently, they are expected to have an email address, social media platforms, and a functioning signpost.
Unfortunately, many of the technical and vocational workers are bereft of these contact links.
The absence of these media of communication is a slide on their image and client base.
Another issue concerns the opening of a bank account.
It would grant them the opportunity to obtain credit facilities at affordable rates.
However, the lack of bank accounts leads these practitioners to source loans from financially unfriendly outfits.
This drains their resources, which thwarts any expansion of their business.
In addition, these gaps in technical and vocational practice are also affecting their self-development.
There are modern ways of practising TVET; however, many are stuck with outdated forms of practice.
This is affecting their output and having negative consequences for their relevance to the current dispensation and its demands.
The Ghanaian has become exotic, and so is their taste.
Anything below standard will not entice them.
Presently, many finished products are imported from China.
This is affecting the growth of home-based TVET businesses.
The persistence will affect the development of the technical and vocational base in Ghana and negatively impact on attracting investment and quality-trained practitioners.
Work environment
Furthermore, the work environment of these practitioners is another thorn in the flesh of the profession.
The organisation of their workshops is not pleasant. It does not endear the practice and the profession to clients.
There is also an issue with personal appearance.
For instance, some auto mechanics always appear greasy and filthy.
This reads gloomy; education can correct the anomaly.
The above challenges are particularly identified with the informal sector of TVET practitioners.
Antidote
Nonetheless, the training of TVET practitioners, when blended with client service, is the antidote to the prevailing situation.
Client service training should be provided during their apprenticeship.
That is the medium through which the desired transformation can be attained.
Client service should not be a leisure but rather paramount to TVET training.
This is where the Complementary Education Agency kicks in with functional literacy, which has the potent transformative power.
TVET has the potential to offer employment and create a viable entrepreneurial base for the country.
The writer is the Head, Corporate Affairs,
Complementary Education Agency
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