ACXPA Download Categories
Select your category below to view all the available downloads along with a description of each item.
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
Customer Service Templates, Guides and Downloads
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 |
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 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 |
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 |
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 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 |
