Orlando Infiniti
4237 Millenia Blvd. Orlando, FL 32839Sales: 877.235.0345
- Service: 407.378.4972
- Parts: 407.378.4976
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About
Welcome to our our website!
Orlando Infiniti was one of the first Infiniti dealerships to open its doors in the United States back in 1989. Since then, we have consistently ranked amongst the top Infiniti dealers in the country, in both sales volume and overall customer satisfaction.
Orlando Infiniti, and the entire Orlando Premier Collection,is driven by a Credo of service excellence which also serves as a cultural foundation.Fashioned after the legendary service Credo of the Ritz Carlton group of luxury hotels, the Orlando Premier Collection energizes the same values and philosophies that deliver the very best in customer service and the Total Ownership Experience.
http://www.ritzcarlton.com/corporate/about_us/gold_standards.asp - motto#motto In addition to our Credo we also incorporate, our Three Steps of Service, Service Values, and our Employee Promise.
OUR CREDO
Orlando Premier Collection is a place where professional attention to the needs of our customer is our highest mission. We pledge to provide the finest personal service and facilities for our customers who will always enjoy a warm, relaxed, yet refined experience. The Orlando Premier Collection experience instills well-being, and fulfills the unexpressed wishes and needs of our customers.
OUR EMPLOYEE PROMISE
At The Orlando Premier Collection, our Ladies and Gentlemen are the most important resource in our service commitment to our customers.
By applying the principles of trust, honesty, respect, integrity and commitment, we nurture and maximize talent to the benefit of each individual and the company.
The Orlando Premier Collection fosters a work environment where diversity is valued, quality of life is enhanced, individual aspirations are fulfilled, and our Credo is energized.
OUR MOTTO
At The Orlando Premier Collection, "We are ladies and gentlemen serving ladies and gentlemen." This motto exemplifies the anticipatory service provided by all staff members.
OUR THREE STEPS OF SERVICE
1. A warm and sincere greeting. Use the clients surname if and when possible.
2. Anticipation and compliance with client's needs.
3. Fond farewell. Give them a warm good-bye and use their name.
OUR SERVICE VALUES:
1. The Credo will be known, owned, and energized by all associates.
2. Our motto is: "We are Ladies and Gentlemen service Ladies and Gentlemen." As service professionals, we treat our guests and each other with respect and dignity.
3. The three steps of service are to be practiced by all associates and used in every interaction to ensure guest satisfaction, retention and loyalty.
4. "Smile." We are on stage. Always maintain positive eye contact.
5. Use the proper vocabulary with our clients and with each other. Use words such as "Good Morning," "Certainly," "Happy to," and "My Pleasure." Eliminate slang and words such as "Y'all," "Hi," " Hello," "O.K.," "Folks," and "Sure."
6. Uncompromising levels of cleanliness are the responsibility of every associate.
7. Create a positive work environment. Practice teamwork and "lateral service."
8. Be an ambassador of your dealership in and out of the work place. Always talk positively ? No negative comments.
9. Any associate who receives a client complaint "owns" the complaint until it is resolved to our customer's complete satisfaction.
10. Each associate is empowered. Example, when a guest has a problem or needs something special, you should break away from your regular duties, address and resolve the issue.
11. Instant client pacification will be ensured by all. Respond to customer wishes promptly to ensure their satisfaction.
12. Document client incident and communicate client problems to fellow associates and coaches. This will help insure that our clients are never forgotten.
13. Escort clients rather than pointing out directions to another area of the dealership.
14. Be knowledgeable of dealership information (hours of operation, etc.) to answer client inquiries.
15. Use proper telephone etiquette. Answer within three rings and, with a smile, ask permission to put caller on hold. Do not screen calls. Eliminate call transfers when possible. Proper etiquette for e-mails should include proper vocabulary and correct grammar. Respond promptly to client's inquiry.
16. Dress is to be immaculate.
As a consequence, service excellence comes standard at Orlando Infiniti as does a wonderful selection of new and certified pre-ownedvehicles. Each Certified Pre-Owned vehicle is carefully inspected by our certified technicians to ensure your peace of mind. Plus we are conveniently located across from the finest luxury shopping destination in Central Florida, The Mall at Millenia.
It will be our greatest pleasure to be of service.
Sincerely.
Peter Wilson
Owner and General Manager
Orlando Infiniti
In America * *Based on retail sales January 2011.
Our New Facility! "Where service is paramount".
