CONTACT INFORMATION

ATLANTA, GA., April 3, 2000 - Chartwell Inc., a publishing and information services company serving the energy and utility industry worldwide, announces the release of Best Practices: Customer Service in the Energy Industry, the latest in a three-book series featuring case studies and articles on top customer care initiatives in the retail energy business. Featured in this latest edition are 26 case studies highlighting best practices in innovation and technology, employee training, operations, and customer contact - the building blocks of quality customer service.

"In an age where the customer comes first, it's important for energy providers to maintain a high standard of customer service, whether they are operating in a customer-choice environment or still preparing for that day to come," said Dennis Smith, editorial director for Chartwell. "With this publication, we strive to provide the reader with an overview of best practices in customer service based on the real-life experiences of some of the industry's leading energy providers."

From e-commerce initiatives to Customer research projects, Best Practices: Customer Service in the Energy Industry features a compilation of reports from Chartwell's industry-leading monthly publications and research reports chronicling the utility and energy industry. This 150-page book is divided into four sections:

• Technology: Read about how Northeast Utilities installed a system that
  serves as its central warehouse for information on its most valued
  customers;
• The Human Touch: Find out how NYSEG uses performance measures, internal
  communication of employee goals, and employee incentives as it strives
  to provide superior customer service;
• Knowing the Customer: Read about Reliant Arkla's efforts in conducting
  door-to-door surveys of its customers in order to learn about customer
  attitudes and preferences;
• Responding to the Customer: Learn how San Diego Gas & Electric turned
  its high service call response rate into a marketing initiative.
  Through Chartwell's popular case study format, readers can see some of the more innovative as well as quality traditional approaches to Customer service and care in the electricity and natural gas business.

For more information on this and other Chartwell publications, please call (800) 432-5879, or visit our Web site at www.chartwellinc.com.

# # #