Mystery Shopping [Audits ]

MYSTERY SHOPPING
Mystery Shopping [Audits ]  is a fascinating method of gauging customer experience where individual is recruited and portray actual customer that shop at a store. It is a form of primary market research that uses quantitative techniques as a mystery shopper usually has to fill out a form rating his experience. Also, feedback is taken from the mystery shoppers which help company to evaluate how close is the actual experience of the customer than the desired one. In mystery shopping, a company’s owner hires a secret shopper and brief them certain checks and also explain about the task to be performed as a secret shopper.
Methods of Conducting Mystery Shopping:
Its main checking is done by visiting the stores but one can also do by these methods:
·        Telephone
·        Website /Social Media
·        Hidden Audio/Video Recording
Importance of Mystery Shopping for Aviation/Travel Industry:
·        Mystery Shopping can be used to great effect in helping to assess the nature and the quality of the experience and the handling of what are often difficult and frustrating interactions for staff and for passengers.
·        As well as general standards of service and communication, the management of passenger expectations, the handling of complaints and the management of difficult customers or groups are just a few of the special areas of attention that are becoming more important in the air line and air travel industry.
·        To increase the loyalty of customers, all the airlines need to know about the quality and where they can improve upon even if there is any slightest detail.
·        Mystery shopping assist in creating improved as well as extended relations with the clientele who are glowing fulfilled.
·        Mystery shopping is an imperative fraction of every industry towards growing its trade as well as client service.
·        The administration is given with the information which is used to recompense the presentation as well as stimulate the workers who are standard as well as provide preparation as well as therapy to the workers who all require the enhancements.
·        It can also monitor upselling and add-on selling activity here appropriate. More in depth studies can reveal opportunities to improve the visitor experience and journey, so as to increase customer and visitor satisfaction, and help maintain and improve brand reputation.
Importance of Mystery Shopping in Fintech Professionals:
·        Limited presentation of mandated financial product information: Sales staff may not always use the required forms and documentation during sales processes. Reasons for doing so may include to hide certain product information from the consumer, because they find the form overly complicated to explain and complete, or not relevant to their sales process.
·        Steering of consumers toward less suitable products: Suitability is a policy approach that requires providers to be responsible for the quality of their advice and product offerings relative to a consumer’s characteristics and financial needs.
·        Fraud and overcharging of consumers:  In Kenya, banking agents skimmed extra revenue and took sensitive account information from aid program beneficiaries cashing out via their debit cards, while food merchants added extra charges onto food items the beneficiaries purchased with their cards.
·        Different information for more experienced consumers: Abusive or uninformed sales practices can hinder access to financial products for base of the pyramid (BoP) consumers, create negative experiences with these products that decrease their likelihood to use financial products and services in the future, and even cause detriment and economic loss to consumers.
·        Classification of the quality of information provided: Researchers identified the most important product information and terms used in each market, as well as reviewed the relevant rules on product disclosure and sales practices. This is done to develop a comprehensive list of key terms that should be mentioned, and measure how many of these points of information were provided for each shopping visit.

Roshni Sachdev [MBA FA]
Manager Fintech  
Aircrews Aviation Pvt Ltd







Attachments area

Stress Management Due to CoVid19

Stress Management Due to CoVid19
As the heroes from every corner of the world is having a hard time fighting against the COVID 19, rest of us to show our support and co-operation have locked ourselves into our house. But staying indoors all day may fuel stress and anxiety.
Exposure to sun rays helps calibrate our body’s circadian “clock”, which regulates everything from appetite and sleep schedules to mood and energy levels. As we have restricted ourselves from going out, a healthy lifestyle is the need of the hour now. So, how to not be stressed during times like this is an important topic to look over.

At home we do not have much to do and as the saying goes “An idle brain is a devil’s workshop” so some steps that can be taken by us to reduce stress are:

Healthy diet
Have healthy food and have meals at fixed times of the day. Stress affects eating habits. It may vary from person to person, someone may over eat while someone may just not feel like eating at all. Follow the saying “Eat breakfast like a king, lunch like a prince and dinner like a pauper”. Make sure your diet consists of fruits, vegetables, protein, dairy and grains.

Break from routine
Think of this time as a break from a routine and spend time with family connect with friends on social media. Staying connected at times like these is very important, but make sure you have a limited time for it. This will revive your bonds with each other.

Time for ourselves
You can learn something new from internet and gain knowledge. This time can be utilized to analyse oneself and work upon it. If you have any hobbies which can be practiced indoor then it is great.

Follow a schedule
Get good sleep this will keep you in a peaceful mind, good mood and you will be fresh every day. Even though you are at home, maintain a schedule of getting up on time and sleeping on time. It is very important because when people stay at home, they loose track of their routine which leads to improper habit of sleeping late getting up late having food at any time.
Meditation or yoga is a way in which you can stay healthy and have a peaceful mind. Try something that you never did before but always wanted to do.

Stay updated
Take preventions from being infected by the virus and stay updated from a reliable source. One doesn’t need to panic if they follow all the instructions and take precautions. Help in domestic chores this will keep you busy and help other members of the house.


Our life is not lockdown
Sun is not locked down
  • Be occupied with something
  • Make a new schedule
  • Follow the new schedule
  • Form good habits
Oxygen form air is not locked down
  • Free from daily tensions
  • Hope for end of the bad times
  • Can still be healthy and safe
  • Free to do your own work
Family time is not locked down
  • Spend time with family
  • Bond and communicate
  • Help in daily chores
Responsibilities are not locked down
  • Staying at home is being responsible
  • Taking care of our family
  • Working from home
Love is not locked down
  • Communicate and clear differences
  • Humanity and harmony are the bottom line
  • Feed animals around
  • Help others
Friendship is not locked down
  • Connect with friends
  • Make new friends
  • Prepare a reunion online
  • Follow up with old friends
Meditation is not locked down
  • Meditate
  • Do yoga
  • Exercise
  • Think positive
Creativity is not locked down
  • Learn
  • Create something
  • Cook
  • Gain knowledge
Prayers are not locked down
  • Pray for better times
  • Believe in success
  • Believe in yourself
Hobby is not locked down
  • Practice your hobby
  • Learn something new
  • Explore yourself more
Hopes are not locked down
  • Better times
  • Unity
  • Hope fuels people

Shruti  Kaondal MBA
Manager HR  
AirCrews Aviation Pvt Ltd
www.AircrewsAviation.com
shrutikaondal@AircrewsAviation.com
https://www.portrait-business-woman.com/2020/05/shruti-kaondal.html
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Financial Stress Management Due to Covid-19

by Roshni Sachdev [MBA FA] Manager Fintech   Aircrews Aviation Pvt Ltd.
Financial Stress Management Due to Covid-19
In an effort to slow the spread of the novel corona virus, COVID-19, businesses across the country are closing their doors. In many states, emergency restrictions now prohibit dining in at restaurants and bars, as well as any large gatherings. Other states and counties have also passed regulations temporarily closing any businesses not essential to life and ordering residents to stay home unless absolutely necessary. These temporary laws are meant to protect lives by “flattening the curve” of COVID-19. Though these measures may seem drastic, they’re necessary to keep already-overburdened hospitals from being completely overwhelmed with new patients.
Financial, like most other sources of stress, can have a significant impact on your physical and emotional health. You might notice:
·         Increased irritability or a short temper
·         Feelings of nervousness or worry
·         Mood swings, including anger and sadness
·         Persistent low mood
·         Fearfulness
·         Appetite changes and stomach issues
·         Muscle tension or pain
·         Fatigue, sleeplessness or both


How to cope up with this stress?

·        Practice AcceptanceIt’s completely all right, and normal, and healthy, to mourn your losses. A global pandemic is frightening and upsetting enough without it upending your entire life. That’s true, but you matter, too. Part of acceptance involves acknowledging your situation, and your feelings about it. Then you can take actionable steps toward improvement, when those steps become possible.

·        Focus on what you can control: You may not have any power over a virus or the economy, but you can work to manage your reaction to it.  It’s true you don’t know what will happen—no one does. But it’s more helpful to manage each day as it comes.
·          Mindful practices, like meditation, can help you learn to acknowledge and accept unwanted thoughts without letting them impact you negatively.
·         Limiting your news exposure to a set amount of time each day can help you stay informed but avoid becoming overwhelmed by a constant barrage of increasingly bleak updates.
·         Reviewing your existing financial resources can help you get a more realistic picture of your financial situation.

·        Practice Self care: Remembering to take care of your health in times of stress isn’t always easy, but it’s important to stay well. The mind-body connection means your emotional health will benefit when
          you’re in good physical health. Focus on wellness by:
ü Eating balanced and nutritious food
ü Exercise when possible
ü Staying active at home
ü Prioritizing sleep


·        Brain Storm Plans: It can help to think of steps you’ll take to get back into the workforce, if you can’t return to your previous job. Having a plan can sometimes offer reassurance and a sense of hope. But it’s also important to avoid spending so much time planning that it increases your anxiety and stress.

HOW TO MANAGE YOUR FINANCES DURING THE CRISIS?

1.Examine Changes in Your Expenses: The crisis might have brought significant changes to your work and lifestyle. Take stock of your New Financial Situation —what is good about it, what can be improved, and what are the actions you need to urgently take to avoid a downturn? Do a swot analysis of your finances.

2.Re-allocate your spending:  If your income has been affected by the crisis, you can use the savings you’ve generated to supplement it. Alternatively, that money can help you decrease your debt, build an emergency fund, or top up your savings.

3. Future-proof your finances: Having performed the SWOT analysis for your finances, you might have noticed weaknesses or threats to your ability to produce income such as: limited skills, over-dependency on a particular location, the nature of your work and the demand for it, changing trends, etc.
4. Diversify your incomeRelying on a single source of income can be a great threat to your financial situation, especially if the crisis is preventing you from working.
Roshni Sachdev [MBA FA]
Manager Fintech  
Aircrews Aviation Pvt Ltd.



Money being Robbed from my account in the name of charges without my consent for a service which is not been used by me

MID No :  95260846 
S/b a/c no : 236901501277 
Mob No 9826037330
Capt Chandra Shekhar Gupta

Money being Robbed from my account in the name of charges without my consent for a service which is not been used by me

Acct XX277 debited with INR 13,570.00 on 22-Jan-20.
Info: MID95260846 B.Avbl Bal:INR xxxxxx.
Call 18002662 for dispute or SMS BLOCK 277 to 9215676766

Hello Nodal & Business Head,

I am writing this email with pain and agony. Can't thank you guys enough for putting me through this Mental trauma and stress.

I have been banking with ICICI Bank   I have always been a satisfied customer with ICICI Services. However, since the time I opted for a EDC machine all I have been going through is mental stress.

Please note that we were issued a Terminal ID :  95260846   in the month of April 2019, post which we had complained that None of the transactions made on the terminal were credited to my account. After which i was provided with a replacement Machine and the Terminal ID :  95260846  was taken back by the engineer who had come to deliver the new terminal ID :  95260846 

Now since the time the terminal ID :  95260846  

My questions are way too simple:

1. When the machine isn't in our possession, why are we being charged constantly from our account
2. Can you please share a copy of the consent form which i am sure would have been signed by us agreeing to such terms and conditions that we would pay early de-activation charges, non-usage charges etc.

Please note that the only active terminals used for my business are as below and i do not want any one to deactivate this TID, because your customer care team hardly understands anything.
 95260846
Let me be loud and clear, that the Terminal ID :  95260846  is not under my possession and please stop robbing my bank account and refund all the charges taken away from my account on priority.

Now my question is the same, who is responsible for all the charges taken from my account till date for the Terminal ID : 62996784 which is not under our possession and which has been taken away by an engineer of yours months ago. I have tried all possible ways to sort this out till date but no luck. I have been writing emails calling merchant care but till date nothing has changed. Even today i am charged from my account.


With all of these all i can say is, i have reached a point that i cannot handle this mental stress anymore and I cannot let someone debit my account with my knowledge. Kindly refer to the below email trail for your reference. I have tried explaining my best but looks like no one is interested in resolving the issue and all they care is robbing customers in the name of charges.

All i want to ask is, where is the consent form signed by us for this charges. Secondly who is gonna refund almost 40 + 7 k which has been deducted from my account. Every-time i call all i get to hear is give us the machine back we will give you a refund. And i have also tired my best explaining anyone and everyone that the said machine is not with me and it has been taken away by one of your engineer, now you come back asking me give me the acknowledgement etc thats unacceptable, because your engineer never gave any document. Nor have i signed any consent form till date nor have i been told about all these hidden charges.

Well with this i would like to conclude my email, I am writing this email as I am going through a lot of mental trauma. For a small business like mine losing 50k for some service which i havent used is a big money. Lastly i would like to say if this isn't sorted on priority, all i can do as a customer is close my accounts with ICICI and file a case with the Consumer courts for robbing me over the months in the name of charges and putting me through this mental trauma.

Keeps on deducting the money from account

I have handed over the POS machine back to ICICI merchant however they are still deducting the money from my bank account. Also, a sum of Rs. 13750  is still pending from ICICI merchant which they have taken from my bank account without my consent and now they are neither replying on email or on phone. I have been sending the emails for last 4 months and asking for the reason of deductions of Rs 2000, Rs 1198, etc made on different dates of May, Jul, Aug, Dec 2018 however no reply from anybody. I have sent multiple emails to business head, customer care, nodal escalation(not valid email id), etc but no reply from anywhere.
If some senior responsible employee from ICICI merchant is reading this complaint, kindly look into the matter and resolve the issue.
95083193 - Merchant ID



Fraud Icici Pos Machine Person
I Have Purchased Pos Machine of Icici Bank Which the Sales Person Told That the Monthly Charges Are Just Rs.50/- + Gst. But I Was Charged Too High and When I Complained About the Same to Call Centre They Just Told Ok We Will Revert You,this Happened Many Times as I Also Got Penalty Many Times for Not Doing Daily Settlement. The Biggest Fraud Pos Machine Selling Company is Icici. Even When I Surrendered My Machine They Told Me That They Will Not Charge Me Anything but Still They Charged Me Heavily. Dont Ever Nuy Pos Machine From Icici They Are the Biggest Fraud in Selling Pos Machine and Even Don't Open Any Account in Icici Bank Bocause Even Here is the Same. They Say Something and Charged You Heavily,this is the Only Business They Are Doing With People, Again Sayin the Biggest Fraud Icici Bank.
Thanking You

Undefined charges
I just checked out my account for the debits happened for Icici merchant and noticed that there are multiple deductions of 1593, 2273 and monthly rent deducted twice in a week. Such charges are levied and on sending email nobody replying. Also on calling their business head and other personnel and customer care, Nobody is picking up the phone. Is there a way that we being customer can file a formal FIR against them?

payment not Refund
ICICI Merchant services-first data terminal fraud
I wouldn't recommend anyone to use the services of ICICI First Data for card swipe machine. They just issued additional swipe machine without any intimation and deducted ₹17,700. They only send a one-way communication through SMS and email both of which have no deliverable address. It is just like a fraud to charge any desirable amount to poor customers or maybe a way to complete their annual target.

I had asked them to Uninstall the existing swipe machine because of their increasing fees, but instead of removing it, they issued an additional one and slapped a hefty charge without taking my consent. One needs lottery-winner-level luck to get in touch with any officer who can actually understand the concern and could actually do anything about it... Even a greater level luck to get a full refund of forced deductions... let alone the compensation for the agony and all the hassles.

Apart from maintaining a MAB of 10,000 in a SB account just to avail the card terminal service, there is additional frustration of slapping a penalty   every now and then.

A frustrated consumer. 

Please Refund Amount, 

Thanks.


-- 

Regds,

Capt Chandra Shekhar Gupta