Institute of Customer Service Professionals

We provide holistic and specialized customer services solutions and strategies for individuals and organizations in all sectors and industries particularly in west Africa.

Solutions and strategies for individuals and organizations

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.

Professionalism

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.

Inclusiveness

Our solutions are made for both individuals and corporate institutions as well as private and public entities.

No area is left behind.

Develop

Our goal is to become an organization that can empower those we influence and guide them through each stage of their customer service journey.

Bespoke Customer Service training for our valued clients.

March, 2020 “Yvonne Ohui MacCarthy(Board Chair- WAACSP)”The doyen of customer service in Ghana and head consultant institute of customer service professionals- Ghana, Yvonne Ohui MacCarthy will pilot the affairs of the 5 man board of The West African Association of customer service professionals (WAACSP).

Customer service and interpersonal skills training

ICSP conducts a training needs analysis before preparing bespoke training for our clients. We prepare a 24 months training schedule for our clients.The training can be in-house or or at a preferred venue. We will provide a fully qualified and experienced trainer and the necessary participant materials. Courses can be customized to your own customer service needs or company objectives after intensive consultation has been conducted by ICSP.

Corporate trainings

Corporate institutions who wish to train their employees also have the option of mixing the courses to suit the needs of their employees.

Customer service strategy recommendations, module implementation or restructuring.

We work with our clients as in-house auditors for a specific time, depending on the size of the organization

Interpersonal Skills training

Effective communication
Complaint handling
Personal and professional grooming
Time management

Mystery shopping activities

ICSP provides objective quantitative and qualitative feedback about their customer experience and conditions.

A hub for all customer service solutions and education in Africa

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.

Yvonne Ohui MacCarthy

President and head consultant of ICSP

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