AussieHost
AussieHost Mission
AussieHost's Mission is to create a culture of high quality customer service standards throughout Australia where a Nationally recognised, high quality, fundamental customer service training benchmark is achieved.
AussieHost is a comprehensive program designed to upgrade the standards of service and hospitality provided to a customer in any service environment throughout Australia. The AussieHost program represents a collective effort by businesses, communities and individuals to maximise the opportunities and benefits of good service to all Australians.
AussieHost, through the ARA is committed to promoting service excellence in all environments where face to face and phone transactions occur.
This then increases customer satisfaction and generates customer loyalty and therefore high levels of business satisfaction, profitability and competitiveness.
The AussieHost program is a unique communication, customer relations and service skills workshop being offered to any and all people dealing with customers in any form in every community in the country.
National Industry research consistently identifies customer service as a key area of ongoing concern for ensuring business growth and success. The ARA is committed to working collaboratively with industry, its state-based and national colleagues in encouraging excellence in customer service. Better service is Better business! Service quality is critical to ensure a high level of customer satisfaction and therefore business competitiveness and profitability.
Upcoming Dates
Please click to see the Workshop Calendar for all upcoming public course dates.The AussieHost Team
Main Contact;
AussieHost National Coordinator
Caroline Mews -Email: caroline.mews@retail.org.au
Phone: 03 9321 5145
Other Contacts;
National Director - Training & Consulting
Garry Terrill - Email: garry.terrill@retail.org.au
Phone: 03 9321 5152
Business Development Coordinator
Susie Simons - Email: susie.simons@retail.org.au
Phone: 03 9321 5144
What is AussieHost?
AussieHost is a nationally recognised customer service training program that focuses on interpersonal communications, customer relations and service. It builds personal, professional and community pride and inspires a greater commitment to providing better service.
The Australian Retailers Association and QTIC relaunched AussieHost in March 2007. AussieHost was brought to Australia by the Inbound Tourism Organisation of Australia (ITOA) originally from Canada, the program has gone worldwide with huge success and the Australian Retailers Association purchased the program in 1998.
AussieHost Content
AussieHost customer service program is run as a one day workshop that covers:
- What is customer service excellence?
- Workplace and personal presentation
- Excelling in communication skills
- Effective telephone communication
- Handling customer complaint and dissatisfaction
- Who is your customer?
AussieHost has been mapped against the relevant units from WRR202/SIR07. Please find results available here - AussieHost Mapping.
How Do I Engage AussieHost?
Wherever you are in Australia, whether you are a business operator, community group, training company, council or individual then AussieHost is for you!
Use the questions below as a guide to thinking about how you want to engage and email us your interests to aussiehost@retail.org.au
- Would you like us to organise a workshop for your community, staff or volunteers
- Would you prefer to attend a workshop?
- Are you interested in becoming an AussieHost Trainer? (Subject to accreditation process).
- Would you like to become an AussieHost Provider?
- Would you like to promote AussieHost?
How much does an AussieHost Workshop cost?
The one day program runs from 9.00 am - 5.00 pm which is inclusive of materials and refreshments (morning/afternoon tea and lunch).
Recommended Retail price: $195 inc GST
Full ARA members: $165 inc GST
RTO members: $185 inc GST
Is AussieHost Nationally accredited?
The AussieHost program has been mapped to national training competency standards across the retail, tourism, hospitality, transport/ distribution and assets/security packages. When training is delivered by an approved Regional Training Organisation Assessor, a statement of attainment combined with relevant off-the-job experience is achieved.
How do I become an Accredited AussieHost Trainer?
AussieHost is committed to building and supporting a dynamic and result orientated training team. Australian Retailers Association and QTIC will manage the "Train the Trainer" for tourism and service industry sectors nationally.
This two day program runs from 8.30 am - 5.00 pm which is inclusive of materials and refreshments (morning/afternoon tea and lunch).
Recommended Retail price: $990 inc GST
Full ARA members: $690 inc GST
RTO members: $840 inc GST
Trainers are required to go through a staged training and accreditation process. This process includes the following:
- Industry Reference and Educational Qualifications
- Evidence of professional Development Portfolio (which may include attendance at Annual Professional Development Conference)
- Successful completion of two day Training Program
- Successful assessment of Video Taped Evidence of Training Competence
- Each Trainer commits to deliver four AussieHost workshops per year
- Annual Licence Renewal Fee of $100
Please see attached sheets for more detailed information:
The next workshop will be scheduled for May 2008, to register your interest email aussiehost@retail.org.au
What is an AussieHost Business?
To become an AussieHost Business, an organisation must send 50% - 70% - 90% of all staff (full time & part time) through AussieHost. This is so the customer will have a greater than 50% chance to be served by a staff member who is competent in providing quality customer service. To remain an AussieHost business, the business must maintain the percentage of AussieHost trained staff at 50% - 70% - 90%.
There are three sub-lyers of business accreditation, with relevant staff participation percentage numbers connected.
- 50% of staff attend and complete training: Bronze AussieHost Business
- 70% of staff attend and complete training: Silver AussieHost Business
- 90% of staff attend and complete training: Gold AussieHost Business
For further information see the AussieHost FAQ's - click here.
