Yvonne Ohui MacCarthy

Customer service thought leader and consultant. President of the Institute of Customer Service Profe


Service to Ghana.


Service to Ghana


Join us tonight.

Photos from Yvonne Ohui MacCarthy's post 02/10/2023

It’s yet another week to celebrate customer service all over the world. May we be focused on the most important things and not the most fun and attention grabbing things throughout this week. Remember your customers are still expecting and deserve to be treated with respect, professionalism, competence and quality engagement. This week should trigger the desire to do our best as customer service representatives in order to give our customers world class experiences.


Fellow Ghanaians, please note that you can always register your dis/satisfaction with any organization using the Ghana Customer Service Index platform. It is opened 24/7 and features 11 key sectors including banking, insurance, telcos, public sector, utilities, healthcare and hospitality.

Please, don’t just rant on Facebook or other social media platforms. Take it a step further by visiting www.ghanacsi.org and help contribute towards the collection of data and also the yearly customer service ranking of these organizations. Thank you.

Photos from Yvonne Ohui MacCarthy's post 12/08/2023

There is a platform where you can tell us about all your positive and negative experiences with Ghanaian service providers 24/7 and as many times as you interact with them. It is a free platform and open to all. The data collected determines their yearly customer service ranking, so please take advantage of it and make your experiences count. It’s not enough to just rant on social media.

Visit https://ghanacsi.org to take the survey.

Photos from Yvonne Ohui MacCarthy's post 09/06/2023

Almost six years ago, the Ghana Customer Service Index was launched at the British Council with a few media houses and stakeholders in the service industry. I can tell you today that my conviction of the success of this index was so strong that I had to be DELUSIONALLY OPTIMISTIC. I have learnt a lot and grown the GCSI brand organically. Today as the board chair of the West African Association of Customer Service Professionals (WAACSP) www.thewaacsp.com, I am happy to announce that we now have the Nigerian Customer Service Index which has been tailor made to suit the Nigerian market. Creativity and innovation is a key contributor to the solutions in all areas of our lives. I am grateful to the WAACSP team for seeing the value in the Ghana Customer Service Index and taking the steps to replicate it in Nigeria. Please visit www.nigeriacsi.org to take a survey for Nigeria and www.ghanacsi.org to take a survey for Ghana.


Call or WhatsApp 0543019186 or click on the link below to register.



Timeline and details of the 1st diet for 2023 of Africa’s premier professional certification in customer service; the ECOWAS-WAACSP Basic Certification in Customer Service (BCCS) is now available. The BCCS, the most obtained and generally accepted customer service professional certification in Africa will take place within two (2) Online streams between June 1-10, 2023.

With a growing reputation as a career certification acceptable across Africa, UK, Canada and Australia, the BCCS has grown with the reputation as a certificate of value among the African HR/recruitment space for jobs across all spheres of customer service (front desk, office admin, call centre, quality control, client management/experience, online/offline customer support, product marketing/management etc)
Administration, Management, Sales & Marketing and lots more. The numbers attest to it:

- Over 11,218 participants since 2017

- 9,023 successful participants

- Employment/engagement rate of over 64% (from our records).

- 3 in 5 participants per diet are already employed before undertaking the program underscoring its rating amongst practicing service practitioners without a recognized CX professional certification.

- Participants from outside West Africa are now undertaking the program.

- Partnership with 16 organizations for first offer option on engagement with each diets best performing participants:

Reason the ‘BCCS by WAACSP’ is the top rated CS certification.

The Program

The BCCs by WAACSP is a 6 module introduction course to basic and professional customer experience studies. Successful candidates having completed the modules and score the 75% (and above) certification benchmark are issued and accredited as Certified Customer Service Professional [CCSP]. The curriculum covers

- Introduction to customer service, who are customers, who are service providers, art and psychology of service delivery & experience

- Complaints handling, what and types of complaints.

- Service touch points, handling techniques , Do’s and Don’ts.
- Customer types and responding to different kinds of customers.

- Practical training on Customer Relationship Management (CRM) tool.


Upon registration with affiliate trainer in your country, participant are given access to the program Learning Management school (LMS) portal where candidate takes:
- Program pre test afterwards
- Downloads the 5 modules study materials
To read up ahead of the 3 days class training session.

The 3 days class session holds ONLINE via zoom In 2 streams.

-Stream 1:
June 1-3

-Stream 2
June 8-10

The classes are divided in streams to allow for student management, effective learning assimilation and role play monitoring and evaluation which forms the basis for certification assesment. Each class is primed for a facilitator to student ratio of 1-15. Classes are held starting from 5pm each day to cover for participants who are in paid employment.

Timeline, Fees & registration

-April 15- 1st diet 2023 season opens.
Upon registration, you have access to the school portal and download the course materials and read up for the class session.

-May 31st - Application window closes.

-June 1-3: Stream 1 class starts and ends

-June 8-10: stream 2 class starts and ends.

-June 11-:
Exam portal opens

-June 17-:
Exam portal closes.

-June 30: Results released.

-July 1 -16:
Examination arbitration:
Review, Resit or Re certify.

-July 17-:
E-copy of certificate are available on the school portal for successful candidates to download.

-August 1-:
Hard copy ready and available for pick up or dispatch.

Program Fee:

Ghana - 550 GHc,
Gambia - 3,100 GMD,
Nigeria - 32,000 NGN)

To register and have access to the portal,
click HERE or use this link ( https://paystack.com/pay/l9msa4oty1 )

The ‘BCCS by WAACSP’ will improve your professional standing as a CCSP and give you access to career growth opportunities.

For further enquiries, kindly send an email to [email protected]






It’s that time again. WhatsApp or call the number of the flier. Don’t just train….train professionally.


If you missed my interview, watch it hear.



Yes, I am a proud GOAL DIGGER. I dig till I find my pot of gold. For now let’s just say, I’ve only scratched the surface. When you aggression in my expressions, just know it’s all because of my passion. If you ever remember me for anything, it should be CUSTOMER SERVICE.

My name is Yvonne Ohui MacCarthy. Africa’s customer service thought leader. PERIOD!



Get to know me better as I share my story on today’s woman with the amazing Janet Sunkwa Mills on todays woman at 3.00pm sharp.

Photos from Yvonne Ohui MacCarthy's post 27/01/2023

It’s been 5 years and 5 indexes since the Ghana Customer Service Index was launched. I do not take the support and love I’ve received over the years from friends, colleagues, the media for granted. I can never take out the God factor…he is and has been with me all these year.

Dear YOU, dream as big and as often as you can. Put in the work, understand your terrain, be willing to do the time, invest in your personal development and practice OQP (Only Quality People). There is Nothing under the sun that is unattainable if you believe.

I am IT. Africa’s Customer Service Thought Leader.

You are IT, whatever you say IT is!



It’s time.


Dear you,

Stay blessed and believe that you are worth it. Know that you have been created with all that you need to succeed in life and you will succeed with a PLAN, FOCUS, DETERMINATION and CONVICTION.

Happy New Year all!

Photos from Yvonne Ohui MacCarthy's post 23/11/2022

We are going nationwide to get traditional caterers ready for the over 120 events across Ghana and the over 100k projected tourists expected to visit Ghana this December.
December in GH22, Ministry of Tourism and Creative Arts, GHATOF and Minister for T&CA……this is a good initiative and you know I’ll be there at the mention of CUSTOMER SERVICE.


What are you waiting for? Click on the link below to register or call 0543019186



The will to succeed is important, but the will to prepare is paramount.

Photos from Yvonne Ohui MacCarthy's post 26/09/2022

Every year I set a training, consulting and revenue target for myself. This year in particular I was ambitious and gave myself a training target of 3500 participants excluding online students, seminars and short speaking sessions. By July this year, I had already done 70% of my training target and by last week I had exceeded my target. One of the brands that made this possible is the University of Ghana Medical Center, an organization after my heart. As the board chair and the only non medical staff of the UGMC Client Service Commitee I have a rare responsibility to ensure that customer service in any of the organizations that I have impacted will be next to none especially UGMC. My key learning points goes back to solidify my belief in setting targets, having a roadmap, being disciplined, focusing and being consistent, There is nothing you can not do or achieve if you DECIDE, BELIEVE, PLAN and WORK towards your goals. Go back to the drawing board………you target is still reachable.

Photos from Yvonne Ohui MacCarthy's post 04/09/2022

You need to become DELUSIONALLY OPTIMISTIC when you have an unusual VISION. It’s the only way to prove that you were not delusional about the vision in the first place. Take bold steps and attack your fears head on. With the right dose of patience, determination, focus, knowledge and a positive mindset, the world is your stage.


No matter what happens, just FOCUS on your FOCUS!


When I decided to take customer service as a profession and create solutions for clients, most people around me did not understand how I was going to make money or even survive providing customer service solutions in Ghana. I was so sure of what and how I wanted to do things that nothing deterred me. In my customer service career, I have traveled to Cote D’Ivoire, Liberia, South Africa, Kenya, Sierra Leone, Zambia, Eswatini, Ho, Koforidua, Takoradi, Cape Coast, Sunyani, Wa, Kumasi, Bolga, Bawku,Navrongo, Lawra with Kpong, Hohoe, Nkawkaw, Tarkwa, Goaso, Obuasi, Sefwi Wiaso as my latest training destinations in the last few weeks. I am on the journey and I shall live my ultimate vision.

I can not say this enough. Keep your VISION crystal clear and stay FOCUSED no matter what. If you’re determined enough and have the passion to follow your dreams, you shall definitely live it. I am not here to motivate you because without a vision and your passion, my words would do nothing. I would rather like to show you that it can be done by my actions and progress. If I Yvonne Ohui MacCarthy can do it, then so can you. It has taken me 12 years but this is what I have achieved

Founder of ICSP www.icspghana.com
Created of GCSI www.ghanacsi.org
Creator of ICSP online trainings www.courses.icspghana.com
Udemy world class instructor www.udemy.com (Yvonne Ohui Maccarthy)
Board Chair of WAACSP www.thewaacsp.com
Board Chair of UGMC CSC
Speaker, Trainer, Consultant www.yvonneomaccarthy.com

Customer Service is my LIFE!


Customer Service is my LIFE!


Customer Service


I am most grateful. Congratulations to us all.

Photos from Yvonne Ohui MacCarthy's post 27/06/2022

I am most grateful. Congratulations to us all.


Why wait to sit in class? Take an online course today. Learn at your own pace and get certified.
Visit www.courses.icspghana.com select Becoming a Customer Service Superstar Pt.1 and 2, register and start your online learning journey.

Call 0543019186 for enquiries

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Videos (show all)

Customer Service is my LIFE!
Customer Service
Why wait to sit in class? Take an online course today. Learn at your own pace and get certified. Visit www.courses.icspg...
Why wait to sit in class? Take an online course today. Learn at your own pace and get certified. Visit www.courses.icspg...
Why wait to sit in class? Take an online course today. Learn at your own pace and get certified. Visit www.courses.icspg...
Thank you CXP Ghana. I am most grateful.
It’s as easy as ABC.
Excerpts from the GCSI conference 2021. #ghanacsi #gcsiconference #yvonneomaccarthy  #customerservice #business  #motiva...



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