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Home Downloads

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

ACXPA Downloads

ACXPA offers a range of downloads – from Erlang Calculators, Customer Journey Mapping templates, Return on Investment (ROI) Calculators and lots more.

We’ve even got some general knowledge trivia questions that help Team Leaders and Managers build some engagement within their teams!

Our popular Phonetic Alphabet desktop guide is also very handy – you can download it to print as A4 page. Simply cut out the size that best fits your monitor or desk and you’ll never have to make up words like N for knife ever again!

We’ll continue to add to our downloads library and we also have the ACXPA Shop/Marketplace where you can purchase premium downloads (members receive a discount on all downloads as well).

ACXPA Members can access a range of resources to supercharge their performance, including the downloads below, self-paced training courses,  a powerful members directory, exclusive industry insights & data and lots more!  See which membership is right for you >

 

ACXPA Download Categories

Select your category below to view all the available downloads along with a description of each item.

Contact Centres
CX
Customer Service
General Business
Job Descriptions
Trivia Questions
Resume Templates
ACXPA Logo

Call Centre Ranking Reports

Downloads only: Industry Sectors (Monthly) | Industry Sectors (Quarterly)

View Reports and optional downloads:  Banks | Car Insurance | Councils | Energy Retailers | Internet Retailers | TAFEs/Education

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 Previous versions
Date added June 17, 2023
Category Customer Service
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