To Whom It May Concern:

Oceanic Cable is a large urban cable television system located in Honolulu, Hawaii. We cover virtually the entire island of Oahu and enjoy a customer base or over 240,000 households, approximately three-fourths of all residences on the island. The size and prominence of our operation involves a huge number of customer interactions on a daily basis.

During 1993 and 1994, Oceanic contracted with Elan Enterprises (Trinidad Hunt and Lynne Truair) to provide Oceanic's Customer Service Department supervisors with a comprehensive training program. The objectives for this training was to develop and enhance the professional skill levels of these individuals in order that they in turn could be more effective in managing the customer service and sales performance of Oceanic's 50+ employee Customer Service Department. Elan and Oceanic decided upon a curriculum that included supervisory skills, interpersonal communication, management of customer contacts, identifying and satisfying customer needs, and effectively combining sales and service applications during customer contacts.

Oceanic's essential goal with this program was to train these supervisors to be more effective trainers and managers of our front-line customer service personnel. We chose Elan because they had provided very effective previous training programs to Oceanic. In fact, over the years, Oceanic had used various trainers and programs on different occasions, but Trin and Lynne were the most effective in achieving a comfortable rapport with our employees and achieving a transfer of knowledge and skills beyond the actual training program.

· How effective was this latest program?
· It's been over 24 months and the skill level and results of the CSR department continue to increase.
· The supervisors have continued to develop as a most effective management team. Trin and Lynne's training provided them with a major shot of self esteem plus the tools to in tune achieve the results we were seeking in our customer contact employees.
· Oceanic's program suppliers are amazed at how well our Customer Service Department consistently performs. They have indicated to us that Oceanic's customer satisfaction scores and sales ratios are the highest of any cable system in the Western U.S. Our own internal local image and customer surveys indicate that Oceanic is rated at the very top of local service providers.

Oceanic couldn't be more satisfied with the results of Elan's training program for us. I heartily recommend them without reservations to you personally and/or to your company.

Sincerely,

Bill Butts
Vice President of Marketing