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the city, it has presence in many other areas of Delhi through sales and service centres. Apart from providing services face to face it deals with customer problems and queries via call centre. It employees highly qualified and trained sales and service staff. There are total of 150 employees in the main office and service centres.

1.3.2 United Mobiles Ltd

United Mobiles Ltd has also started their business in 2002 just a moth prior to its competitor. In contrast to its competitor, it was fairly new to this business and its staff had little experience in this business field. It also enjoys a market share in the area and earns good profits. Just like its competitors it has sales and service centres in different parts of the city. Its call centre is located in the main office. It employees around 100 staff at main office and service centres (excluding cleaning and maintenance jobs).

1.4 Selection of Topic

Research was undertaken before deciding which topic area to select. After initial research on wide range of topics, discussions of ideas with colleagues and friends, browsing internet and libraries, exploring different dissertation of previous years and finally weighing opinions and careful thinking; the researcher narrowed down the topic and selected this specific research. The main motive for selecting the topic was that this covered a lot of subjects within, and extensive data material was available from different sources. The other reasons include the researcher's own personal experience in the field and work experience in one of the companies; and the available ease for carrying out data collection research.

1.5 Project paper usefulness

The research project can be useful for reference purposes for later projects and studies by the students. This research was conducted with the management help, so this study can also be useful for comparing companies' results with its updated analysis. The companies can use it as a guideline to take improvement measures and modifications. The theory and research of this paper can also be of some assistance for companies and other researcher alike.

1.6 Aim and objectives

Aim: To study and examine the importance of training soft skills in organisations in terms of customer satisfaction.

Following are the research objectives:

Examine and analyze the existing literature on employee training and development with specific focus on soft skills and customer satisfaction. Summarize the main subject matter of the findings and provide recommendations to the company on the conclusion.

Determine the extent employees' soft skills can be improved by training; and the degree of influence of skilled employees on the tendency of customers.

Appreciate the contribution of internal and external factors towards skills training and development.

Evaluate training and measure employee and customer satisfaction using available research methods.

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