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Customers value the services provided by the companies. UM has shown a lot of progress in this area. The management of UM has recently inducted the updated training methods with the inclusion of specific elements of soft skills related to their services. Customers appreciate their efforts and feel that the organisation has improved considerably in this part. 90% of UM's customers has shown their satisfaction with the management policies and are pleased about the steps taken to improve it. On the other hand MZ policies and procedures have not changed much. It considers training as an ongoing process and focused on specific soft skills issues in recent training needs. 80% of their customers are satisfied and the remaining neutral. Although the result is very good but there is not much change from the previous results but it managed to maintain its image in customers' eyes. Customers always regard the company's effort with high regards.

6. Are you happy with the way and speed your call is answered?

This is where both companies haven't made much progress. 3/4 of the customers are satisfied with the MZ's call centre, 15% remained neutral and only 10% have complains. On the other hand UM results are not good, only 41% are satisfied. 44% of the customers surveyed are dissatisfied with the company handling the call procedure. The friendliness of the staff is regarded well but the technical knowledge and call waiting time are the reasons many customers remain unsatisfied. UM has focused a lot on softer side of the skills but still lack behind in hard side of the employees' hard skills.

7. Is the employee able to answer your query with accurate information?

MZ has a vast experience and professional trained staff and always provided good services to its customers. A vast majority of its customers (83%) are satisfied with its employees' technical knowledge. UM on the other hand, although has friendly staff but sometimes lack in employees' competence in answering the technical know-how. 64% of its customers think that employees can solve their queries well, 17% think that the employees can but not accurately and 19% are not satisfied with this.

8. Please rate the communication between the customers and the employees?

As already discussed above the softer side of employees skills have improved in both companies (UM particularly). MZ communication skills has maintained its previous status and improved a little while training of staff in UM has managed to improve the soft skills of employees considerably.

9. Do you agree that employee training has improved the services?

Almost all the customers agree that the recent training in soft skills have improved the services (UM in particularly). 4/5 of UM's customers strongly agree to this statement.

10. Do you agree that internal training and development has improved the communication process between employees and customers?

A clear majority of the UM's customers indicated their satisfaction on the communication bet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。