The Expert In
Customer Service Xperience

Learn to Grow Your
Customer Base With Yvonne

” Success is not an event that just takes place to be celebrated, it’s a process that needs to be understood and endured “

Yvonne Ohui MacCarthy, CSP

Yvonne Ohui MacCarthy is the President and head consultant of ICSP – Institute of Customer Service Professionals (www.icsghana.com). She is currently the board chair of the West African Association of Customer Service Professionals (www.thewaacsp.com). She is the creator and organizer of the Ghana Customer Service Index (ghanacsi.org), a yearly survey and analytic publication of customer service performance for the 10 different sectors in Ghana. She is a former banker who worked under the authorization of the FCA formerly FSA in the UK.

Her love for customer service pushed her to acquire a Customer Service Professional (CSP) qualification from the London Institute of Banking and Finance (LIBF).

Read Full Profile

What I Do

Consultation

As a passionate customer service consultant, my aim is to evaluate your business at all levels using key parameters to give you tailor-made recommendations d solutions.

Coaching

I will guide you, give you the right advice and support you in order for you to affect the necessary customer service changes within you and your organization. I will do this through consistent engagement and evaluations necessary for your business.

Public Speaking

As a passionate customer service consultant, my aim is to evaluate your business at all levels using key parameters to give you tailor-made recommendations d solutions.

Training

My ILM UK and NCFE UK Trainer of Trainers certification enable me to further impact people and organizations who are interested in acquiring knowledge in customer service.

Testimonials

”"My first customer service training with Yvonne for my company was somewhere in 2015 and we all thought it was very informative. In 2020 we did a weekend training session with Yvonne again and I must say that immediately there was a very noticeable change in how we all related to our patients/clients after the training. The action steps were easy to implement and many of our patients have given us a pat on the shoulder for our customer service. One thing I like about Yvonne’s training is how she brings out the little nuances that we take for granted but are critical. Like body language. Her training is so interactive and fun yet very effective. For me I intend to have more sessions with Yvonne next year so that we keep abreast with customer service trends. Yvonne knows it all for sure when it comes to customer service."
Dr. Naa Asheley DordorC.E.O Nova Wellness Center

”"The training has equipped me with very good and effective communication skills and also made me know what is expected of me as a service champion. It has enlightened me more about customer service and how to relate with each customer taking into account the behavioral skills and type of customers that walk into our respective branches each and everyday. The training was very precise and very understanding and the facilitator was very wonderful because she took her time to explain each and every sentence to us I personally think, the training was very short and the time allocated to each day was equally short, will prefer if this training is done one -on- one and also the days should be extended as this will help equip us as Service Champions."
Ama Konadu DankwahKaneshie Main of Access Bank

”"When it comes to Customer Service there is only one name in mind; ICSP they make Customer Service very intriguing. They have enabled me, coached me and aroused the confidence in me to serve."
Prince WorgorworgorUniversity of Ghana, Legon