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Who we are

The Institute of Customer Service Professionals ( ICSP) is an independent institute situated at Asylum Down in Accra, solely dedicated to training and providing holistic and specialized customer services solutions and strategies for individuals and organizations in all sectors and industries particularly in west Africa. We work as part of our client’s team to provide tailor made solution and have courses for individuals who wish to enrol. ICSP has members with over 8 years experience in the areas of customer care and service quality. Formerly known as Client Service Institute Ghana (CSIG), It was founded in April 2010 and has gained the trust and experience in the past nine years in dealing with companies such as KPMG, ADB, Abii National, British Council, Fidelity, BROLL, NYEA, NOVA, Chiropractic, Top Talent resources, Benmarine Services,Goldman Capital, Erata Hotel, Afram Publications and Heritage Plus Foods.

Our mission

Our mission is to promote professionalism in the provision of customer service and to improve significantly, the performance and returns of businesses through quality customer service education.

Our Vision

To be the hub for all customer service solutions and education in Ghana and the sub region.

ICSP President- Yvonne Ohui MacCarthy

Yvonne Ohui MacCarthy (CSP) is the President and head consultant of ICSP ( Institute of Customer Service Professionals). She is a former banker who worked under the authorization of the FCA formerly FSA in the UK. She acquired her banking qualifications from the Chartered Insurance Institute (CII). She also has a Customer Service Professional (CSP) qualification from the London Institute of Banking and Finance (LIBF).

Yvonne 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. Yvonne consults for the British Council in Ghana and has worked with two very reputable banks in the UK namely NatWest and Santander in the areas of service quality and customer service management . She has trained many individuals and businesses in Ghana, Sierra Leone, Liberia and Côte D’Ivoire under the Institute of Customer Service Professionals and the British Council on their Connecting Classrooms project ( 4 years).

Yvonne is also a Udemy instructor and creates online training content for 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. Yvonne and her institute is currently a member and a partner of the West African Association of Customer Service Professionals ( WAACSP). She is also an executive member of WAACSP. She speaks on issues of customer service on different radio and TV platforms . She is a 40under40 nominee under education for 2018. Yvonne 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 is the creator and organizer of the Ghana Customer Service Index, a yearly publication of customer service performance for the different sectors in Ghana. Yvonne has consulted and trained for companies such as KPMG, British Council, ADB,Fidelity, NYEA, BROLL, Ucam press, Runn Free Technology, Top Talent resources, PIMI Ghana, Goldman Capital, British Council, Benmarine Services, NOVA Chiropratic, Chocolate Clothes, Abii National, Hair Senta and Bread Boutique.


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Customer Service Department Setup
Mystery Shopping
Training (Customer Service & Personal Development)
Customer Service Strategy Recommendations, Module Implementation & Restructuring

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