You need to complete your Member Profile to access this content!

All members are required to complete their Individual Membership Profile to access all the exclusive member-only content.


Click Here To Unlock

Access Restricted: Upload Your Photo to Continue

To unlock this page and access all your member benefits, please complete your Member Profile by uploading a profile photo.

We know it’s an extra step, but it’s required for all members. A complete profile helps build trust and fosters a stronger, more connected community for everyone.

Don’t worry—it only takes a minute! Here are some tips:


Upload Your Photo Now

Please complete your Subscriber Profile!

To unlock all the ACXPA Subscriber content, please take a moment to activate your profile - it only takes a moment!


Click Here To Unlock

That email is already being used!

The email address entered is already registered as a Subscriber.
To purchase a membership, please log in first!


Home Customer Service Templates & Guides

 +61 3 9492 2871      enquiries@acxpa.com.au

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 self-paced training courses, exclusive industry data, premium downloads and lots more! Learn more >

, thanks for being an ACXPA Subscriber!

You have access to some downloads; however, to download all our content, you'll need an ACXPA Individual Membership (and access to a host of other benefits). Upgrade now >

, thanks for being an ACXPA Individual Member; you can download all the resources below!

, thanks for being an ACXPA Business Member! Most of our downloads require you to be logged in as an Individual Member - each download will tell you the restrictions. 

You can allocate yourself an individual member from your Memberships Dashboard, and if you already have one, just look for the 'switch profile' option in the top menu bar.

, thanks for being an ACXPA Vendor Member! Most of our downloads require you to be logged in as an Individual Member - each download will tell you the restrictions. 

You can allocate yourself an individual member from your Memberships Dashboard, and if you already have one, just look for the 'switch profile' option in the top menu bar.

Customer Service (6)

  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! 

    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

  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

  6. 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
If you want to share and earn points please login first
Overall Call Centre Rankings
Leaders by Sector - Q2 2024
1. TPG Internet (Internet Retailers)83.3%
2. Holmesglen TAFE (TAFE/Education)75.0%
3. Red Energy (Energy Retailers)70.1%
4. Frankston City Council (Councils)68.0%
5. NAB (Banks)56.8%
6. YOUI (Car Insurance)56.1%
Industry AVE53.1%

View the latest results >

ACXPA SUPPLIER DIRECTORY green
Most Accessible Call Centre
Leaders by Sector - Q2 2024
1. iiNET (Internet Retailers)95.1%
2. TasTAFE (TAFE/Education)94.1%
3. Red Energy (Energy Retailers)91.4%
4. Frankston City Council (Councils)90.6%
5. YOUI (Car Insurance)75.9%
6. NAB (Banks)67.1%
Industry AVE65.1%

View the latest results >

Latest Articles

Best Customer Service
Leaders by Sector - Q2 2024
1. ANZ (Banks)83.5%
2. TPG Internet (Internet Retailers)80.4%
3. Holmesglen TAFE (TAFE/Education)70.0%
4. Energy Australia (Energy Retailers)66.6%
5. Stirling Council (Councils)61.5%
6. AAMI (Car Insurance)52.9%
Industry AVE53.3%

View the latest results >

Latest Podcast

  • What is CX Maturity?

    What is CX Maturity?

    Learn why having a mature CX strategy matters, what a CX maturity curve is, and the three core drivers of CX maturity (and why the order is important!).Listen now »

Latest Glossary Terms

  • Overflow Calls

    Overflow Calls

    Overflow calls are defined as customer calls that cannot be initially handled by the primary call centre workforce.Read More »
  • Employee Pulse Checks

    Employee Pulse Checks

    Employee pulse checks are short, frequent surveys that measure employees' sentiments, engagement levels, and overall workplace experience.Read More »
Average Wait Time
Leaders by Sector - Q2 2024
1. Bank Australia* (Banks)00:00
2. Dodo Internet (Internet Retailers)00:04
3. ENGIE (Energy Retailers)00:13
4. Holmesglen TAFE (TAFE/Education)00:28
5. Launceston Council (Councils)00:28
6. Allianz (Car Insurance)01:43
Industry AVE02:07

*More than one business achieved the same result in this sector.

View the latest results >

Upcoming Courses & Events

View Calendar

ACXPA Supplier Directory Search Suppliers

ACXPA PLATINUM SPONSORS

ACXPA Platinum SPONSORS
ACXPA SILVER SPONSORS
ACXPA Platinum SPONSORS
ACXPA Platinum SPONSORS
ACXPA BRONZE SPONSORS
ACXPA Platinum SPONSORS
Copyright © 2024 | Australian Customer Experience Professionals Association | Phone: +61 3 9492 2871 | Website Terms of Use 

Log in with your email address

or Become an ACXPA Member

Forgot your details?

Create Account