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Self-Management Q&A With Richard Greene

Still have some questions on the IICRC’s self-management transition? We sat down with President Richard Greene to get the details on who, what, when, where and why:

Why self-management?
Self-management has always been a longtime goal of the IICRC. Bringing things in-house allows us to control the internal and external functions of the Institute and maintain better accountability of the daily operations. The IICRC is now being managed by people who are passionate about the industry and who have an intimate understanding of what our constituents want – and deserve.

Why now?
We heard you. We’ve been aware of the issues our stakeholders have been having and could no longer stand by and wait for things to improve. Things may be a little bumpy at first, but we can assure you that it will only get better.

What is the IICRC’s first priority since the transition?

Our first priority is improving customer service, response time, and the quality of service to our registrants, firms, instructors and schools. Since the beginning of the transition, we have hired 22 dedicated, full time employees and are in the process of ramping up more staff to provide the best service possible. All new employees are being cross-trained on multiple areas within the IICRC so they’ll be able to answer all questions when answering phones and emails.

What do I do if I can’t get through on the phone?
In order for our new team to help registrants in the most efficient way possible, the phones will be answered from 8 a.m. – noon PST / 11 a.m. – 3 p.m. EST Monday through Friday. This temporary schedule will allow our helpdesk staff time to answer emails and follow up on the back-log of requests while we continue to build our customer service team. Our goal is 100 percent live answering.

Where do you see the IICRC one year from today? Five years?
I see us moving from an operational focus of improving processes, to a strategic focus enabling us to lead the industry for years to come.

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