About Us



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 and strategic customer service solutions for individuals and organizations in all sectors and industries particularly in West Africa. ICSP is the partnering institute in Ghana and member of the West African Association of Customer Service Professionals (WAACSP). We work as part of our client’s team to provide tailor made solution and also have stand alone generic courses for employees of all stages and with different responsibilities. ICSP has members with over 15 years experience in the areas of customer care and quality assurance. ICSP formerly known as Client Service Institute Ghana (CSIG), was founded in April 2010 and has gained the trust and experience in the past 10 years in dealing with companies such as KPMG, British Council, BROLL, CFAO, Runn Free Technologies, ADB Fidelity Bank, NOVA Chiropractic, Benmarine Offshore Services, JaneM Spa,Goldman Capital, Chocolate Clothes, Bread Boutique and Omac Foods.


To be the hub for all customer service solutions and education in Africa.


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 Values (PIED)


A have a strong work ethic and place a high value on doing a good job, as well as respecting our clients/customers and functioning with integrity.


Our solutions are made for both individuals and corporate institutions as well as private and public entities. No area is left behind.


Apart from instilling the spirit of servitude in all our clients/customers we also focus on empowering them to be just more than students of the movement but doers, transformers and transfers of the customer service agenda.


We seek to develop ourselves as an organization I order to develop those we impact and to hold their hands whiles they move from stage to stage in their respective customer service paths.

Our Clients

Looking to spice up your customer experience?

ICSP President- Yvonne Ohui MacCarthy

Yvonne Ohui MacCarthy (CSP) is the President and head consultant of ICSP ( Institute of Customer Service Professionals) and the board chair of the West African Association 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 DIvoire 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 was awarded for her exceptional contribution in Africa at the Eswatini Customer Service Awards for 3030. She speaks on issues of customer service on different radio and TV platforms . She is a 40under40 nominee under education for 2018 and 2019. 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 was inducted into the Ada hall of fame and was awarded a Special Gem Honors for the year 2020.

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 CFAO, KPMG,Hollard, Fidelity Bank, Orca Deco,  British Council,  ADB, NYEA, BROLL, Runn Free Technology, Top Talent resources, PIMI Ghana, Benmarine Services, NOVA Chiropratic, Chocolate Clothes, Hair Senta and Bread Boutique.



ICSP is an independent institute solely dedicated to training and providing holistic and specialized customer services solutions and strategies for individuals and organizations.


Talk To Us

We would love to hear from you.

+233 (0)54 323 3390

No.16 Paradise Street, Asylum Down, Accra.