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 >
Customer Service Templates, Guides and Downloads
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 |
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 |
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 |
HEAT Model Cheat Sheet
The HEAT Model/technique is used to calm down an angry customer consisting of four key components:
- Hear them Out
- Empathise
- Apologise
- 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 |
Phonetic Alphabet (Microsoft Word)
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 in Microsoft Word so you can edit if required.
This resource is free to download!
Subscribers and Members get access to a LOT more!!! Learn more >
| Filename | Phonetic-Alphabet-Editable-Download.docx |
| Filesize | 62.96 KB |
| Version | 1 |
| Date added | October 23, 2024 |
| Category | Customer Service |
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!
Subscribers and Members get access to a LOT more!!! Learn more >
| Filename | Phonetic-Alphabet-ACXPA-Chart-1.pdf |
| Filesize | 541.95 KB |
| Version | 2.0 |
| Date added | June 12, 2023 |
| Category | Customer Service |
