"He can quickly and effectively identify opportunities for process improvement. Rick's engaging interpersonal style allows him to "click" with the staff immediately. Rick has a deep understanding of organizational psychology which he uses to identify opportunities to improve productivity and morale in the workplace. The results we got from this engagement enabled us to craft processes in our call center that drove efficiency, improved service levels, and improved the morale in our workplace."
Thomas L. James, Vice President, Information Technology, Lowe's Companies, Inc.
"The Xilinx Technical Support team has a successful and rewarding relationship with RWK Enterprises which has been in place for over 13 years. Rick's expertise in customer skills coaching has had a measurable impact on our overall customer satisfaction and engineer efficiency metrics. In addition, Rick has recommended many process and system improvements that have not only streamlined our support operation but measurably improved customer satisfaction. He has the ability to create organization, structure and control out of seemingly chaotic situations. His ability to understand people’s personalities, competencies and commitment very quickly is uncanny. My continued business, and increased scope of future business is the highest recommendation I could give. Rick provides measurable ROI, which is evident to all levels of management and shows in the increased performance of the team."
Jack Dunnigan, Sr. Manager Xilinx Technical Support, Xilinx, San Jose, CA
"We found his observations and recommendations to be astute and practical; they have all been used to continue to improve our customer service operations going forward. We found his ability to "read" and influence people exceptionally beneficial to the analysis of our Customer Assistance Center. We highly recommend Rick to anyone who needs a thorough, analytical, comprehensive and reliable evaluation of their service and support operations."
Meg Frantz, VP Services, CompuCom, Dallas, TX
"We engaged Rick when we decided to
revamp an internal process to better serve our 16,000 Route Sales People. He
helped our Sales Accounting department (140 people) reorganize for better
customer service and improved accuracy, quality of work and improved employee
satisfaction. He quickly assimilated well with the management team and gained
their trust. He identified some key relationship issues that were barriers to
our success and helped us formulate strategies to deal effectively with making
positive change. Rick commands a good understanding of technology and the
necessary change management discipline that allowed him to take chaos and create
organization and structure, leading staff through a major change in business
processes. One of the reasons that we have brought Rick back for follow on
assignments is that he has the analytical ability, communications skills, and
ability to lead change."
"I have worked with Rick for over 13
years. He has taught Customer Skills & Interpersonal Communications,
Situational Leadership II and Myers Briggs to my teams at Taco Bell and now Jack
in the Box. Rick has an amazing ability to connect with his students because he
has real life practical experience that they can relate to. He is not a
"typical consultant" who comes in and tries to teach you ideas and concepts from
a theoretical viewpoint. Rick has really helped my teams understand what it
means to deliver great customer service. Rick was also a huge help to me when I
first entered the help desk business. He completed a Business Analysis for me
at Taco Bell that really pinpointed the issues with a service organization that
was facing many challenges. His analysis became the blueprint from which we
worked to make dramatic improvements that ultimately lead to the Taco Bell
Client Support Team winning the 1995 Help Desk Institute International Team
"Rick Kilton has helped me grow customer service and technical support teams at several companies including CompuCom Systems, CompUSA, and Check Point Software Technologies. His “Customer Skills” course really opens the eyes and improves the skills of all kinds of people from new techs to the most seasoned customer service professionals. Rick’s training delivery on Myers-Briggs and Situational Leadership is top-notch. His strategic planning and business analysis services really help chart the course in turbulent fast-paced business situations. Rick Kilton’s services make lasting impact for individuals and organizations alike."
Steve Harvey, Director - Customer Support Center, Radiant Systems