Yvonne Ohui MacCarthy, CSP

Yvonne Ohui MacCarthy is the President and head consultant of ICSP – Institute of Customer Service Professionals 


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). 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. She is a consulting facilitator for the British Council in Ghana. Her customer service expertise spans over 15 years including her time with two very reputable banks in the UK, NatWest and Santander in the areas of service quality and customer service management. She has also worked for Mcvities, FCUK, Monsoon in her early working years. She has trained many individuals and businesses in Ghana, Sierra Leone, Liberia and Côte D’Ivoire.

Yvonne is an online training advocate and course content creator and has her own online customer service certification course platform 


She is also a Udemy instructor with over 3500 students all over the world. She is a public speaker and loves to speak on education, personal development, customer service and anything that empowers the youth. Her institute is currently a member and a partner of the West African Association of Customer Service Professionals 



She is the creator of the ServeCheck (www.icspghana.com/servecheck) 

accreditation in Ghana which is a national customer service evaluations standard, independently recognising an organisation’s achievement in customer service and its commitment to upholding those standards.

She speaks on issues of customer service on different radio and TV platforms in Ghana. She is a two times nominee for the 40under40 award under the education category for 2018 and 2019. She was awarded the customer service consultant of the year for 2018 – 2019 by the Ghana Customer Service Awards for her unflinching contribution to customer service in Ghana. She was awarded and recognized for her dedication and focus on customer service in Africa by IRDM in Eswatini in 2020 during Eswatini’s customer service week. Yvonne is also a Special Gem honoree for the ADN hall of fame 2020. She has consulted for and trained companies such as CFAO, KPMG, British Council, Fidelity Bank, Access Bank, ADB, Versus Bank ( Côte d’Ivoire ) BROLL, Runn Free Technology, Orca Deco, Benmarine Services, NOVA Chiropratic and University of Ghana Medical Center (UGMC).

Yvonne wants to be Africa’s top level customer service thought leader, and contribute to creating a customer service blueprint for Africa

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.



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

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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.


Time with Yvonne Ohui Maccarthy on #JBMasterClass on Joy 99.7 Fm
what thecustomer say's about us
My first customer service training with Yvonne.


Dr. Naa Asheley Dordor. [ C.E.O Nova Wellness Center]

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 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."


Ama Konadu DankwahKaneshie 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."