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  • What African Businesses Can Learn from the Highest Performing GCSI Organisations.
  • Insights on Customer Experience in Africa, From the Desk of Yvonne Ohui MacCarthy.
  • Why Ghana's Customer Service Score Just Hit Its Lowest Point in 8 Years and What Every Business Must Do Now.
  • Emotional Intelligence Is Not a Soft Skill, It Is the Most Important Skill in Customer Service.

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Customer Service

What African Businesses Can Learn from the Highest Performing GCSI Organisations.

Apr 11, 2026 YvonneMacCarthy Comment on What African Businesses Can Learn from the Highest Performing GCSI Organisations.

Eight years of GCSI data reveals a consistent pattern among organisations thatoutperform their sectors. Here are the characteristics they share.

Customer Service

Insights on Customer Experience in Africa, From the Desk of Yvonne Ohui MacCarthy.

Jan 27, 2023 YvonneMacCarthy Comment on Insights on Customer Experience in Africa, From the Desk of Yvonne Ohui MacCarthy.

Regular commentary, analysis and practical guidance on customer service, leadership, and theAfrican business landscape. Drawing on GCSI data, real-world consulting experience and over15 years in

Customer Service

Why Ghana’s Customer Service Score Just Hit Its Lowest Point in 8 Years and What Every Business Must Do Now.

Jan 27, 2023 YvonneMacCarthy Comment on Why Ghana’s Customer Service Score Just Hit Its Lowest Point in 8 Years and What Every Business Must Do Now.

Ghana scored 59% in the 2025 GCSI — a D+ grade, down from 72% the year before. Iexplain what drove the decline, which sectors are

Customer Service

Emotional Intelligence Is Not a Soft Skill, It Is the Most Important Skill in Customer Service.

Jan 27, 2023 YvonneMacCarthy Comment on Emotional Intelligence Is Not a Soft Skill, It Is the Most Important Skill in Customer Service.

One of the most important building blocks of any serious customer service representativeis emotional intelligence. Here’s why and how to develop it in your team.

Customer Service

Service from the Inside Out Why Your Employees Must Come First.

Dec 7, 2022 YvonneMacCarthy Comment on Service from the Inside Out Why Your Employees Must Come First.

You cannot deliver a 5-star customer experience with a 2-star employee experience. Thetwo are inseparable and leadership is responsible for both.

Customer Service

What African Businesses Can Learn from the Highest Performing GCSI Organisations.

Apr 11, 2026 YvonneMacCarthy 0
Customer Service

Insights on Customer Experience in Africa, From the Desk of Yvonne Ohui MacCarthy.

Jan 27, 2023 YvonneMacCarthy 0
Customer Service

Why Ghana’s Customer Service Score Just Hit Its Lowest Point in 8 Years and What Every Business Must Do Now.

Jan 27, 2023 YvonneMacCarthy 0

Blog

Customer Service

What African Businesses Can Learn from the Highest Performing GCSI Organisations.

Apr 11, 2026 YvonneMacCarthyComment on What African Businesses Can Learn from the Highest Performing GCSI Organisations.

Eight years of GCSI data reveals a consistent pattern among organisations thatoutperform their sectors. Here

Customer Service

Insights on Customer Experience in Africa, From the Desk of Yvonne Ohui MacCarthy.

Jan 27, 2023 YvonneMacCarthyComment on Insights on Customer Experience in Africa, From the Desk of Yvonne Ohui MacCarthy.

Regular commentary, analysis and practical guidance on customer service, leadership, and theAfrican business landscape. Drawing

Customer Service

Why Ghana’s Customer Service Score Just Hit Its Lowest Point in 8 Years and What Every Business Must Do Now.

Jan 27, 2023
Customer Service

Emotional Intelligence Is Not a Soft Skill, It Is the Most Important Skill in Customer Service.

Jan 27, 2023
Customer Service

Service from the Inside Out Why Your Employees Must Come First.

Dec 7, 2022

Latest posts

  • What African Businesses Can Learn from the Highest Performing GCSI Organisations.
  • Insights on Customer Experience in Africa, From the Desk of Yvonne Ohui MacCarthy.
  • Why Ghana’s Customer Service Score Just Hit Its Lowest Point in 8 Years and What Every Business Must Do Now.
  • Emotional Intelligence Is Not a Soft Skill, It Is the Most Important Skill in Customer Service.
  • Service from the Inside Out Why Your Employees Must Come First.

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Highlighted Posts

Customer Service

What African Businesses Can Learn from the Highest Performing GCSI Organisations.

Apr 11, 2026 YvonneMacCarthy 0
Customer Service

Insights on Customer Experience in Africa, From the Desk of Yvonne Ohui MacCarthy.

Jan 27, 2023 YvonneMacCarthy 0
Customer Service

Why Ghana’s Customer Service Score Just Hit Its Lowest Point in 8 Years and What Every Business Must Do Now.

Jan 27, 2023 YvonneMacCarthy 0
Customer Service

Emotional Intelligence Is Not a Soft Skill, It Is the Most Important Skill in Customer Service.

Jan 27, 2023 YvonneMacCarthy 0
Customer Service

Service from the Inside Out Why Your Employees Must Come First.

Dec 7, 2022 YvonneMacCarthy 0
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I am a Customer Service Professional (CSP), the Founder of the Institute of Customer Service Professionals (ICSP), and the creator of the Ghana Customer Service Index, the only independent, annual national benchmark of customer satisfaction in Ghana, now in its 8th year.

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