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changed. Employees became more satisfied as their involvement in decision making increased. Evaluation and feedback of employees proved very helpful in staff development as it recognised needs in initial stages and identified the areas in which employees were lagging behind and where they needed improvement. Overall soft skills training of employees is essential for any business especially for the service based industry that deal with customers directly.

5.2 Recommendations

Although the soft skills training of employees for better service to increase customer satisfaction has worked well for both companies but there is a lot to be taken into consideration. Following are some important recommendations: 1). First of all there should be clear organisational strategy; policies and procedures adapted by the company should be clearly conveyed to the employees. Organisations should make a strategy that should cover the current needs of the company as well as the future requirements e.g. soft skills, training methods, etc. The company should give close attention to organisation's mission, strategic vision and ethical stance when designing requirements for soft skills. Customer satisfaction should also be incorporated into the strategic plan via the mission statement. Doing this will help employees in training process. They will know what they have to achieve and is what expected from them. Employees will also be satisfied that the company is taking steps for their improvement and serious in their development.

2). Training must have defined objectives and should be properly documented. The companies need to educate employees with the value of the training and its professional impact on them. The companies also have to make sure that all training activities are according to the companies' requirements for strategic functioning. Performance related training can be introduced that is designed to develop competencies for the employees by promoting flexibility e.g. multi skilling. The employees' personality and experience should be taken into account when designing soft skills training processes. Description of customer satisfaction importance to the organisation can also be included in the strategic plan. Having straight and simple set of objectives will help the company to achieve its targets easily. Developing training needs according to employees' specification can increase their morale and motivation. Their skills will be increased and improved.

3). For companies like Mobilezone and United Mobiles who are dealing with customers directly and which involve call centre type of business; staff specifically the front line employees can be empowered to deal with different issues relating to the job environment and customer related matter. Empowering let employees take control of the situation so that they solve the problem on the spot which helps the company to minimize the complaint procedure and response time. Apart from empowering the key staff, people can also be involved in decision making process. Involving the employees mean that the organization trusts them and respect their abilities. The staff will provide good quality service in constru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。