To establish a standardized process for handling all inbound communication to CS (via calls, chat, WhatsApp, email, or in-store inquiries) related to business proposals, executive meetings, collaborations, or marketing/media requests, ensuring such cases are correctly routed to the Executive Affairs Team and executive confidentiality is maintained.
Note: This process does not apply in cases where the escalation is regarding a Customer Service Experience.
If a customer requests to escalate the matter to the CEO, Owners, or Senior Management, you must politely inform them that a representative from the management team will get in touch. Immediately escalate the case to your Team Leader and clearly state that the customer intends to escalate to the highest level.
It is mandatory to report such cases to the Customer Service Managers (Josy & Sachin) without exception.
A Supervisor or Team Leader must personally call back the customer to address and resolve the issue. These are cases where the customer is highly dissatisfied, and it is our responsibility to ensure the experience is turned around positively.
Always involve the CS Managers in such cases — as these situations require the highest level of attention and care to repair the strained customer relationship and restore confidence in our service.
This policy must be followed for any of the following:
Business Proposals or Collaborations
Supplier tie-ups
Brand partnerships
Platform integrations or service offerings
Meetings with CEO or Executives
Requests to meet or speak with CEO/Owners
Requests to meet or present to BFL’s C-suite or senior leadership
Media / Marketing Requests
Interview requests
Invitations to speak at events
Marketing campaigns, social media collaborations
Expansion / Investment Proposals
Real estate leads, franchise models, business expansion suggestions
Requests for Direct Contact Info
Asking for phone numbers or email IDs of executives or owners
Listing or Featuring on BFL Website
Proposals to showcase external businesses, services, or links on BFL platforms
| Step | Action | Notes |
|---|---|---|
| 1 | Acknowledge the enquiry politely | Use a diplomatic, professional tone. |
| 2 | Do NOT share any personal contact of executives or internal team members | Strictly prohibited under CS policy. |
| 3 | Inform the customer of the only official channel | All such requests must be emailed to: info@bflgroup.ae |
| 4 | Communicate the following scripted message (adapt as needed): | |
| "Thank you for your interest in collaborating with BFL Group. For all business-related enquiries, collaboration proposals, executive meeting requests, or strategic suggestions, we request you to email us at info@bflgroup.ae. This email is handled by our Executive Affairs team. If the proposal aligns with our goals, the concerned team will get back to you." | ||
| 5 | Close the interaction without promising a callback or timeline | Avoid creating expectations for follow-up or acknowledgment. |
| 6 | Log the contact under “Business Enquiry – Info Redirected” disposition (if applicable) | Helps track volume of business-related requests. |
| 7 | No follow-up required from CS | CS role ends once the redirection is done. |
Do not share names, direct extensions, or personal emails of executives..
Do not suggest any alternate email or number other than info@bflgroup.ae.
Do not say “the team will get back to you” unless it’s part of the scripted message.
Do not forward such requests on CRM, WhatsApp groups, or internal Slack channels.
Only if the enquiry appears time-sensitive or repeated from high-level sources, inform your Team Leader or CS Supervisor to review. Even then, the same info@bflgroup.ae route applies.
CSA Response:
Thank you for reaching out and for your interest in collaborating with BFL Group.
For all business-related enquiries, proposals, or meeting requests with our management or executive team, we kindly request you to email us at info@bflgroup.ae.
This is the only official channel for such requests, and your email will be reviewed by our Executive Affairs Team. If aligned with our priorities, the relevant team will connect with you directly.
Please note that we do not share individual contact details or schedule meetings through customer service channels. 😊
Subject: Request for Business Collaboration / Meeting with CEO
Reply:
Dear [Customer Name],
Thank you for reaching out to BFL Group.
For all business-related enquiries, partnership proposals, or executive meeting requests, we kindly request you to send your detailed proposal to our official business enquiry channel at info@bflgroup.ae.
This email is managed by our Executive Affairs team. If your proposal aligns with our strategic interests, a relevant representative will be in touch with you directly.
Please note that our Customer Service team is not authorized to schedule executive meetings or share internal contact information.
Thank you again for considering BFL Group.
Best regards,