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 Experience Downloads
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 |
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 |
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 |
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 |
Download an example of a Human-Centred Design Framework.
This download is only available for ACXPA Subscribers and Members. Discover which membership is right for you >
| Filename | Human-Centred-Design-Framework.jpg |
| Filesize | 323.36 KB |
| Version | 1 |
| Date added | December 22, 2022 |
| Category | Customer Experience |
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 |
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 Downloads
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 |
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 |
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 |
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 |
Download an example of a Human-Centred Design Framework.
This download is only available for ACXPA Subscribers and Members. Discover which membership is right for you >
| Filename | Human-Centred-Design-Framework.jpg |
| Filesize | 323.36 KB |
| Version | 1 |
| Date added | December 22, 2022 |
| Category | Customer Experience |
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 |
