Customer Service Templates & Guides

The Australian Customer Experience Professionals Association (ACXPA) provides a range of customer service templates and guides to help employees and businesses improve their customer service.

From cheat sheets to handling angry customers and the phonetic alphabet (A for Alpha, B for Bravo) that can help improve data accuracy, reduce confusion and increase efficiency.

We’re always working providing our members with tools and resources to help them succeed so if you can’t find what you’re looking for please let us know >

We also have a range of other downloads including calculators, guides, templates, job descriptions, quizzes and presentations to help improve your customer service, increase efficiency, optimise the CX, increase engagement and lots more! View all downloads >

ACXPA Individual Members get access to a range of premium resources including all our downloads below plus live monthly symposiums with industry experts, site tours, world-class training, networking events and lots more!  Learn more >

Customer Service (5)

  1. Phonetic Alphabet Desktop Guide

    A Phonetic Alphabet is a great way to improve professionalism, improve data accuracy and even make you more efficient.

    And what’s best is it’s completely free to download!

    You can print our handy download on one A4 size paper (portrait) – it comes in three sizes that you can easily cut out and use on your desk, attach to your monitor, counter etc.


    This resource is free to download! 

    To download all our content, you must be a Subscriber or Member. Learn more >

    Filename Phonetic-Alphabet-ACXPA-Chart-1.pdf
    Filesize 541.95 KB
    Version 2.0
    Date added June 12, 2023
    Category Customer Service
  2. HEAT Model Cheat Sheet

    The HEAT Model/technique is used to calm down an angry customer consisting of four key components:

    1. Hear them Out
    2. Empathise
    3. Apologise
    4. Take ownership 

    Download this A4 cheat-sheet and keep it handy in case you ever need it! We also have an article where you can learn more about the HEAT model and some extra tips on managing angry customers > 


    This resource is free to download!

    To download all our content, you must be a Subscriber or Member. Learn more >

    Filename HEAT-model-download.pdf
    Filesize 237.68 KB
    Version 2.0
    Date added June 17, 2023
    Category Customer Service
  3. A printable A4 document (landscape) with the words:

    Warning

    We will not tolerate physical or verbal abuse towards our employees

    This download is only available for ACXPA Subscribers and Members. Learn more >

    Filename Abuse-Warning-A4.pdf
    Filesize 16.62 KB
    Version 1
    Date added November 15, 2022
    Category Customer Service
  4. A printable A3 document (landscape) with the words:

    Warning

    We will not tolerate physical or verbal abuse towards our employees or other customers. 

    If this occurs you will be asked to leave and refused service

    This download is only available for ACXPA Subscribers and Members. Learn more >

    Filename Abuse-Warning-A3.pdf
    Filesize 17.24 KB
    Version 1
    Date added November 15, 2022
    Category Customer Service
  5. A printable A4 document (landscape) with the words:

    Warning

    We will not tolerate physical or verbal abuse towards our employees or other customers. 

    This download is only available for ACXPA Subscribers and Members. Learn more >

    Filename Abuse-Warning-A4-other-customers.pdf
    Filesize 16.68 KB
    Version 1
    Date added November 15, 2022
    Category Customer Service

Customer Experience Templates, Guides and Calculators

ACXPA provides a range of customer experience templates, guides and calculators to help you power up your customer experience (CX). Just browse through the available options below.

We also have a range of other downloads to help improve your customer service, increase efficiency, optimise the CX, increase engagement and lots more! View all downloads >

ACXPA Individual Members get access to a range of premium resources including all our downloads below plus live monthly symposiums with industry experts, site tours, world-class training, networking events and lots more!  Learn more >

Customer Experience (6)

  1. The Customer Journey Mapping Template is available for download in a PowerPoint file and is completely editable.

    This download is only available for ACXPA Individual Members. Learn more>

    Filename Customer-Journey-Map-Template.pptx
    Filesize 177.46 KB
    Version 2.0
    Date added March 25, 2022
    Category Customer Experience
  2. Customer Retention Calculator

    It’s a lot harder trying to acquire new customers than retaining your existing customers and a way businesses measure the retention of their existing customers is by using a Customer Retention Rate (CRR). Download this free Excel calculator to quickly calculate your CRR.

    The Customer Retention Calculator is only available to download for ACXPA Subscribers (join for free) and ACXPA Members. Learn more about a membership >

    Filename Customer-Retention-Rate-Calculator.xlsx
    Filesize 123.56 KB
    Version 2.0
    Date added March 25, 2022
    Category Customer Experience
  3. How to Build the Foundations of a CX Program

    Exclusive for ACXPA Individual members, this presentation by Scott Downing covers all you need to know about setting up a CX program in your business. This slide deck accompanies the presentation that can be viewed here and it contains: 

    • The rationale of why it is important to know why you need a CX Program
    • How to kick start your CX Program; the tactical steps and order in which to do them
    • What you can expect to see happen in the business
    • NPS – is it the right metric and if so where to use it
    • A framework for sustainable change

    This download is only available for ACXPA Individual Members. Learn more >

    Filename How-to-build-the-foundations-of-a-CX-Program.pdf
    Filesize 884.47 KB
    Version 1
    Date added April 7, 2023
    Category Customer Experience
  4. Tennis Australia CX Strategy & Insights

    The full slide deck as featured in the CX Matters Podcast with Karen ‘KC’ Clydesdale, Head of Customer Experience and Customer Relationships for Tennis Australia.

    The slide deck contains:

    • CX Strategy and Principles
    • Human Centred Designed (HSD)
    • Tennis Australia CX Journey
    • Customer Segments
    • Building a customer-centric culture
    • CX Metrics and results

    This download is only available for ACXPA Individual Members. Learn more >

    Filename Tennis-Australia-insights-for-ACXPA-2023.pdf
    Filesize 2.34 MB
    Version 1
    Date added March 8, 2023
    Category Customer Experience
  5. The Customer Persona template will help you create customer personas for your business. The download is in Microsoft Powerpoint and all fields are completely editable making it easy to adapt to your business. 

    This download is only available for ACXPA Individual Members. Learn more >

    Filename Customer-Persona-Template.pptx
    Filesize 93.10 KB
    Version 1
    Date added December 14, 2022
    Category Customer Experience
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