Yvonne Ohui MacCarthy

I am passionate about people. It is my unshaken believe that, humans are the most important aspect of a business. Humans translate to customers.

Customer Service is key. Keynote speaker assignment.

Photos from Yvonne Ohui MacCarthy's post

Yvonne Ohui MacCarthy

Yvonne Ohui MacCarthy's cover photo

Yvonne Ohui MacCarthy's cover photo

1st Quarter Training Schedule. Call now. 0543233390 or 0302226672. Discounts available for early registration.

womanrising.org

10 Women Entrepreneurs to watch in 2019 – WomanRising

https://womanrising.org/2018/12/28/10womenentrepreneurstowatchin2019/

womanrising.org Equipping Women to Succeed in Business and in Life

womanrising.org

10 Women Entrepreneurs to watch in 2019 – WomanRising

https://womanrising.org/2018/12/28/10womenentrepreneurstowatchin2019/

womanrising.org Equipping Women to Succeed in Business and in Life

Yvonne Ohui MacCarthy's cover photo

We did it

Last year the Institute of Customer Service Professionals ( ICSP ) launched the Ghana Customer Service Index which was aimed at measuring customer service performance of 8 different sectors in Ghana. The research and survey is done and the results are out. Which sectors and organizations came up tops and which sectors and organizations need to work harder?

Customer service

udemy.com

Speak Right - Telephone Etiquette (Customer Service)

https://www.udemy.com/speak-right-telephone-etiquette/

udemy.com Building confidence and professionalizing each telephone interaction to improve customer service

udemy.com

Speak Right - Telephone Etiquette (Customer Service)

https://www.udemy.com/speak-right-telephone-etiquette/

udemy.com Building confidence and professionalizing each telephone interaction to improve customer service

udemy.com

Speak Right - Telephone Etiquette | Udemy

Hi all, I have launched my course in telephone etiquette “Speak Right” on Udemy, Click on the link below to enrol at no cost.

It’s free only for a limited period and slots are also limited.

https://www.udemy.com/speak-right-telephone-etiquette/learn/v4/overview

udemy.com Building confidence and professionalizing each telephone interaction. - Free Course

I have been nominated for a second award. Thanks be to God. If you believe I deserve it, please vote.

udemy.com

Customer Romance - know your customer (KYC) | Udemy

Another great opportunity to take an online course for free. My course “ Customer Romance - Know your Customer (KYC)” is now on Udemy. Just click on the link below and enjoy the course.

https://www.udemy.com/customer-romance-know-your-customer-kyc/

udemy.com Build a solid relationship with your customers and keep them hocked to your brand forever - Free Course

Be Bold Episode 12-2.mp4

https://youtu.be/JWOkrb6AjG4

7 years ago, and we’re still going. For me customer service is a PASSION.

BB with a Purpose - Yvonne McCarthy

udemy.com

Get Hired Quick - your comprehensive jobseekers guide

Never fail another interview in your life. Enrol on my course “Get Hired Quick” and increase your chances of landing your dream job. Click on the link below to enroll.

https://www.udemy.com/get-hired-quick-your-comprehensive-jobseekers-guide

udemy.com Never fail an interview again.

ICSP unveils Ghana Customer Service Awards

http://youtu.be/uz2RItJjSqE

The Institute of Customers Service Professionals (ICSP), an independent institute dedicated to providing holistic and specialized customer service solutions ...

udemy.com

Customer Romance - know your customer (KYC) | Udemy

Another great opportunity to take an online course at a discount.

My customer service course “ Customer Romance - Know your Customer (KYC)” is now on Udemy for $29.99 but if you’re quick you can take for 12.99. What a bargain!

Just click on the link below and use this coupon code - CRKYC2 and enjoy the course.

https://www.udemy.com/customer-romance-know-your-customer-kyc/

udemy.com Build a solid relationship with your customers and keep them hocked to your brand forever

udemy.com

Becoming the service SUPER STAR | Udemy

Hello everyone, I have launched my online course “ Becoming the service SUPERSTAR” on Udemy and guess what, it’s currently Freeeeee. Click on the link below to take the course which gives you a certificate of completion and life time access once enrolled.

https://www.udemy.com/becoming-the-service-super-star/learn/v4/

I would love to hear from you so put an honest review after the course on Udemy so I can serve you better.

udemy.com A step by step guide on how to become the most efficient customer service employee for your organization and customers. - Free Course

[07/20/18]   Midlands Savings and Loans Ltd. You are a disgraceful institution. Why on earth would you first of all not take the time to listen and even empathize with this woman. She clearly needed the money otherwise she wouldn’t insist on taking it. Do your workers in that particular branch not have any common sense? How long would it take you to withdrawal Ghc 250 for this woman. Apart from the fact that you didn’t listen to her to even empathize with her, you went on to allow this weak man with his disgusting machismo to assault your customer. The very person who’s interest you are supposed to protect, the very person who’s small small monies makes it possible for you to get paid each month. Yes I know you’d come up with the excuse of not being the ones that committed the offense, but where you present? Did you see it? Did you try to stop him? Noooooo, you stood and watched especially the women, you watched another woman go through all this without budging because it’s close of business and you have to go home. You are all as guilty as the police officer and as for that idiot who took the baby away from the woman so that the officer could beat her more, is even worse than the officer. The worst part is that, you fall under the companies who would not invest in training their people in customer service. You should be ashamed of yourselves and I hope your management doesn’t exclude anyone who was present at the scene from being interrogated. You’ve been in operation for 20 years and this is what you have to show for it? Ah

[04/23/18]   It is very important for companies who want to develop a strong service culture to understand the importance of the of the two people who make or break businesses. Companies need to do two important things consistently and efficiently. Putting customers and employees first. Showing respect to both the customer and the employee.

Showing respect for the customer can be done in several different ways and you can check within your company to see if you do them or not.

Do they get value for money ( what you promise them and what they paid for) ?
Is their viewpoint taken into consideration.
Are they listened to?
Is their satisfaction measured and known by everyone within the company?
Are they welcomed at the reception .?
Are they shown, pictured, symbolized through the company?
Are they celebrated?
When unsatisfied are they treated as if they are always right?
Do they get initial responses to problems within 24hours?

In checking if your company shows respect to its employees, these questions need to be answered.

Are employees welcomed warmly when they first join the company?
Are they treated as well as customers within the company?
Do they get enough training to be competent to meet customers expectations?
Are customer oriented employees recognize for their contribution?
Is there an open door policy for employees?
Are they treated well when they leave?

Patterns of behavior such as those described above have to permeates the organization at all levels especially middle-management because this is where you will make or break it as a company. Ensuring that these things are done efficiently will guarantee the improvement and excellence of customer service in any organization

[04/16/18]   Customer Loyalty

Loyal customers are similar to football fans. These fans gather by the tens of thousands to support their teams. They just stay loyal no matter what happens.
It’s a similar scenario when it comes to customers and their service providers, loyal customers do not abandon organizations for a little better price or a fancier model as some businesses believe. In today’s competitive environment, many business owners seem to downplay the importance of building a community of customers through quality service in lieu of building a quantity of customers through discounted prices.
Apple Inc. is one of the greatest examples of customer loyalty in the 21st century.

Apple spends a smaller portion of its revenues on advertising than its competition and charges a higher price on product and services. It charges a higher price for its products, and makes a higher profit per unit.
Apple customers actually pay premium prices for products and services they may have never touched and may have barely seen.
However, it is more than the product itself that draws them. Apple customers feel a certain relationship with each other. This is customer community at its best.

The Harvard Business Review says that companies whose customers’ affinity goes beyond loyalty to love can charge 15% more than their competitors for their premium services.
Most businesses in difficult times, think about cutting back or eliminating personal services, and even some services or product lines altogether. But the greater chance for success lies in simply providing more and better service. No matter what your core activities or services are , you can become a community if you draw people together.
Businesses recognize that customer loyalty is key to their growth and profitability. The customer who returns time and time again is the customer everybody wants, and those return visits can be guaranteed by providing efficient, reliable, professional and satisfactory customer service.

Let’s all endeavor to not just attract customers but to go beyond the attraction techniques and maintain, nourish and grow our relationships with out existing customers to keep them loyal to us even at bad times.

[04/09/18]   Having the right corporate culture is important in achieving quality customer service. It directs employees efforts when no points of references is available, it motivates them and keeps them thinking about the customer. The corporate culture of any organization is the character of the organization. It is the behavior, set of values and ways of communicating which are mutually accepted by all individuals in the organization. Organizations just like individuals have unique and different characters. A corporate culture can be strong or weak just like people or customer service oriented or not just like people. Corporate culture has a lot to do with service quality, it determines how you plan on treating your customer and how you eventually treat them. Remember your customers experience with your organization is paramount. It is important therefore for entrepreneurs, founders and CEO’s to start thinking critically about their corporate culture. Ask yourself “ WHAT IS MY ORGANIZATIONS CORPORATE CULTURE? “ ....... and if you find that you don’t have an answer, then it’s time to start putting one together.

In my office where I strategize

Yvonne Ohui MacCarthy

[01/05/18]   In school we learn that mistakes are bad, and we are punished for making them. Yet, if you look at the way humans are designed to learn, we learn by making mistakes. We learn to walk by falling down. If we never fell down, we would never walk.

[01/04/18]   Your customer is The King Maker.

Happy New Year #2018

[12/29/17]   We are a #few days away from a new year. It's going to be #wonderful this coming year, just stay #focused.

In this season we must put customer satisfaction first. The customer is the reason for our business. #NAMEnSHAME

Customer Service is a right not a favor.

We are very grateful to all the media houses, stakeholders and partners who turned up for the launch into the research of the Ghana Customer Service Index

Our partnership with the Business Development Ministry with an intent to change the face of Customer Service Delivery in Ghana. #MyCustomersMyBusiness #GhanaCustomerServiceIndex

Yvonne Ohui MacCarthy speaking to a section of the press at the launch of the Ghana Customer Service Index

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