Welcome To Yvonne Ohui MacCarthy’s Website
President And Head Consultant of ICSP
Institute of Customer Service Professional

She is currently The Board Chair of The West African Association of Customer Service Professionals.
She is The Creator and Organizer of The Ghana Customer Service Index.
She is a Former Banker Who Worked under the Authorization of the FCA Formerly FSA in the UK.

Yvonne Ohui MacCarthyCSP
Success is not an event

" that just takes place to be celebrated, it’s a process that needs to be understood and endured “

What I Do

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.

Public Speaking

I’ve had the privilege of working with some of the best professional speakers, consultants, and experts in the industry. Whether you’re an aspiring speaker, a World Champ, or an Accredited Speaker, I deliver the very best.


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.


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.

Yvonne Ohui MacCarthy
Her love for customer service

Pushed her to acquire a Customer Service Professional (CSP) qualification from the London Institute of Banking and Finance (LIBF). She also has the Professional Award In Training The Trainer from the London Institute of Public Speaking and an award for the Advanced Training The Trainer from Institute of Leadership and Management (ILM)UK

choose the best Training
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Prince WorgorworgorUniversity of Ghana, Legon

"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."


P2P Coaching

She is the creator of the ServeCheck accreditation in Ghana.


B2B Coaching

Which is a national customer service evaluations standard, independently recognising.


C2C super Cocahing

Sbe has several organisation’s achievement in customer service and its commitment to upholding those standards.

what the customer say's about her

See what Clients are Saying about our Training Programs

Ama Konadu Dankwah

Kaneshie Main of Access Bank
"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."

Dr. Naa Asheley Dordor

C.E.O Nova Wellness Center
"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."

Prince Worgorworgor

University of Ghana, Legon
"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."
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Happy Customers
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Recognition & Business Awards
Coaching Certificates
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Traning Sessions
Project website.
We provide holistic and specialized customer services solutions and strategies for individuals and organizations in all sectors and industries particularly in west Africa.
Project website.
Becoming the customer service superstar is a step-by-step guide on how to become the most efficient customer service employee or professional for your organization and customers.
Project website.
The Ghana Customer Service Index (GCSI) is a national indicator and an independent, objective benchmark of customer satisfaction and evaluations of the quality of goods and services patronized by both Ghanaians and non-Ghanaians living in Ghana.
Project website.
The GCSI measures customer satisfaction, its causes and effects as well as implications, for 10 economic sectors namely Financial Institutions (banking), Insurance, Utilities, Telecommunications, Hospitality, Healthcare, Retail Malls, Transport, Public Sector and Online Businesses. The index provides sound customer experience benchmarking capabilities that come from the index’s one-of-a-kind cross-industry structure.
Brands we have worked with.