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ter side. Staff is friendly and helpful and always ready to help. Complaint procedure is not good that affects its overall services. Hardly anyone consider the experience with the companies as poor.

20. Have you experienced the improvement in overall quality of services?

100% yes for both

4.6. Questionnaires from employees: Mobilezone and United Mobiles:

The of employee survey result was very positive and employees of both companies have rated their companies' training policies high. 100% of the surveyed staff thinks that the customer services have improved after soft skills training. Large numbers of employees agreed with the companies' actions and its policies and training procedures. Employees recommend and support the job evaluation and feedback from the management as these inform them of their progress and reduce their faults. All of the employees favored training skills especially soft skills for better performance.

92% of MZ's employees and 94% of UM's employees agreed that they have learned new soft skills from the program. 100% employees of both companies agree that they have received appropriate and sufficient soft skills to do their job efficiently and effectively. When asked if their existing skills increased along with the new skills, the reply was mixed. Half of MZ's employees and 55% of UM's staff think that their existing skills also improved due to training while 26% of MZ's and 23% of UM's employees think otherwise. Majority of UM's employees (87%) agree that their morale has increased because of training and they can do their job with more confidence. MZ's employees don't seem to agree or disagree. Almost 2/3 of the employees (63%) are not sure. Training is an ongoing process in MZ, new and updated techniques are introduced time by time and employees become used to it. UM's employees consider a lot of change in their morale and confidence and they feel motivated. Although training was specifically targeted towards gaining and improving soft skills of front line staff, when questioned whether employees' communication has increased after training, again MZ's employees do not seem to agree or disagree as they think that the communication between employees is already good within the organisation. On the other hand 58% of UM's employees strongly agree to this statement. Employees of both companies agree that their companies responded to change with strong commitment and enthusiasm. More than 90% of UM's employees agree that company's new policies and procedures and its change in organisational structure has effected its performance positively. Majority of employees of both companies agree that strong team working is present in the company. UM's employee consider it improvement because of training. 100% of employees of both companies believe in soft skills development for providing service to customers efficiently. All of them agree that services have improved after soft skills training.

Almost all the employees consider the job evaluation programme and management's feedback on their performance as an important factor in job development. They regard skills training for enhanced co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。