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, live monthly symposiums & Video Library, 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.

Call Centre Ranking Reports

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 Previous versions Version 1 - October 27, 2022
Date added	June 17, 2023
Category	Customer Service