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ata to be feasible and practical before drawing conclusions. Microsoft Word 2007 was used as design tool because of its speed, accuracy and versatility along with broad series of pictorial and graphical alternatives.

4. Data Analysis

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4.1. Background:

Both companies started almost at the same time period in the same area i.e. Capital city of Delhi. They started their business and launched their operations with the growing demand for telecommunication sector in India. Both companies are leading mobile phone sellers and service providers in Delhi region. Mobilezone started its business after careful market research and well planned strategy. Employees were well trained and within seven years from its start it gained the role of a market leader in its line of business. United mobile on the other hand, had a little market experience but with the time it has also gained a fair market share and built its name. As the business grew, both companies expanded and introduced their own call centres along with service centres. The need to train and develop employees in soft skills grew as the competition developed. Both organisations have started emphasising on soft skills as vital for services and they are laying a great importance for employees to acquire these skills. Training of employees in soft skills is essential for both organisation and it helps in overall development of the employees for providing customer service.

4.2. Introduction:

Survey conducted from customers and employees, is a self assessment by them. Its results explain how well the expectations are met and/or how to improve further. The researcher conducted this survey to study the customers and employees views about the companies and soft skills training effects on organisation's services. These surveys show the results of the research, the perception of the company in customers and employees eyes and rating given by them. This research also explained the reasons behind the findings. Interviews were conducted to collect valid and reliable information. Only the senior management of both companies were approached for interviews. Employee questionnaire was distributed to all the staffs of both companies and customer questionnaire was distributed to randomly selected customers. Interviews were taken from the senior management of the companies. Company performance was discussed as well as the selected company records were studied with the permission of the managements. Almost all the staff and randomly chosen customers' responses were positively to the questionnaires and answered their satisfaction although some missed or skipped a couple of questions. The researcher helped those who had difficulty understanding some points and completed the survey within the planned time.

4.3. Interview: Mobilezone:

In Mobilezone Ltd, employee training is an ongoing process and the company emphasises a lot on development of employees. Although staff was kept up to date, specific soft skills training was not introduced until last year when the company realised its importance for providing better services in order to 本论文由英语论文网提供整理，提供论文代写，英语论文代写，代写论文，代写英语论文，代写留学生论文，代写英文论文，留学生论文代写相关核心关键词搜索。