CXP Ghana celebrates and acknowledges its patron as a pacesetter in the Service Excellence industry.

CXP Ghana celebrates and acknowledges its patron as a pacesetter in the Service Excellence industry.

Margaret Takyi-Micah, A nationally recognized Customer Service Expert, Speaker, Consultant, Coach, and Author. She holds an MBA from Henley Management College UK (Henley Business School) and a degree in English with Linguistics from the University of Ghana, Legon. She was adjudged distinguished alumni by the department of Linguistics on its 50th anniversary. She was a member of the advisory board of the College of Humanities University of Ghana, Legon.


She is described by the World Economic Forum as “confident in front of an executive audience” at the Health Care leadership Forum in Ghana.
“One of the largest challenges faced by the leaders of the health sector is to improve the level of service to patients. With this in mind, Ms. Takyi-Micah presented a case study on Barclays’ customer service initiative, tying together the challenge that both the private and public sectors experience in meeting the demands of the customer. The presentation was incredibly well received by IALC members, and the post-meeting feedback showed that “the majority of participants felt her presentation on the “Fruits of Change” was the most beneficial part of the meeting,” World Economic Forum -Geneva.

She is also currently helping women entrepreneurs to create booming businesses without losing themselves through the Ambitious Boss Babe initiative.


For the past 20 years, Margaret Takyi-Micah has been on a customer service mission, developing and implementing a customer service culture in organizations.
In the last 5years, she has focused on equipping organizations, by designing, implementing, and translating a customer service culture through training and coaching teams and team leaders. She has also used service metrics to challenge businesses to move out of their comfort zone to deliver exceptional and sustainable customer experiences.
Margaret’s experience across industries has earned her a “guru” status.


Her practical training and excellent communication to a vast audience including Executives and through customized training programs have improved the performance of the workforce, especially those led by dedicated Executive teams who believe in the importance of customer service as an important ingredient for growth and profit.
She is frequently featured on the Multimedia Group platforms; Joy Fm and Multi TV. On Joy FM Cosmopolitan Mix, she provides Customer Experience tips in a very informative and interesting way that has captured the attention of discerning listeners.


Margaret’s experience across industries has earned her a “Queen of customer service” status.
She has also been featured on GTV and e-GTV .
She is the author of “Better Service better Profit Book -How to Implement a Customer Service Strategy” for Executives who are committed to applying customer service as a differentiating strategy in their industries such as financial services, health care, retail, manufacturing, and more.
In 2021, Margaret’s mission is to help committed Leadership and organizations keep customers, increase market share, and improve the performance of team members as they improve their attitudes toward customers and develop a customer-focused culture of delivering “better service for better profit” She agrees with the quote “The best way to find yourself is to lose yourself in the service of others.” Gandhi


She is the CEO OF Nest of Ideas Consulting Ltd, which has two main vehicles for delivering service – Customer Service Academy for training and coaching; and the research wing that is used to measure performance using different methods such as Mystery shopping; Net promoter’s score; Service Audit and other customer experience measurements.
She was awarded the “Customer Service Excellence ICON Award 2020” -7th Women in Banking and Finance Awards.
She is also a Director of a number of Retail companies. Mrs. Takyi-Micah is married with adult children.

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