Customer Service and VIP Protocol Course
Why this course?
Master the Art of Customer Service and VIP ProtocolĀ
Transform your customers’ experience into memorable moments. This intensive course will provide you with the essential skills and tools to build strong relationships, manage complex situations with elegance, and exceed the expectations of even the most demanding client. You will learn everything from effective communication and empathy to complaint handling and problem-solving, all with a focus on VIP protocol and etiquette.
Differentiating Advantages
- Advanced Communication Techniques: active listening, verbal and non-verbal language, adaptability to the client.
- VIP Protocol and Etiquette: handling exclusive audiences, event organization, personal image.
- Crisis and Complaint Management: effective conflict resolution, recovery of dissatisfied clients, problem prevention.
- Digital Tools for Customer Service: CRM, social media, chatbots.
- Case Studies and Simulations: real-world application of acquired knowledge, personalized feedback.
- Modality: Online
- Level: Cursos
- Hours: 150 H
- Start date: 25-04-2026
Availability: 1 in stock
Who is it aimed at?
- Professionals in the hotel, luxury, and exclusive services sector who seek to elevate the customer experience through impeccable and personalized protocol.
- Customer service staff who wish to master assertive communication techniques, complaint management, and problem-solving with a VIP approach.
- Executives and managers who seek to empower their teams to create lasting, high-value relationships with key clients.
- Entrepreneurs and business owners who aspire to differentiate themselves from the competition by offering exceptional and memorable customer service.
- Consultants and trainers who wish to expand their knowledge of VIP protocol and high-level customer service.
Flexibility and Applicability
Ā Training adaptable to your pace: 24/7 accessible online content, practical exercises, and real-world case studies for immediate implementation.
Objectives and competencies
Cultivating lasting relationships:
“Effective and empathetic communication with crew, shipowner and port authorities.”
Manage personalized experiences:
“Analyze customer data, segment audiences, and automate the delivery of relevant content across multiple channels.”
Mastering persuasive communication:
“Adapt the message to the interlocutor (client, crew, authorities) and context to maximize impact and achievement of objectives.”
Anticipating and exceeding unique expectations:
To effectively manage emergency situations by minimizing risks and optimizing the response with available resources.
Resolving conflicts with elegance and discretion:
Communicate assertively, listen actively, and seek creative solutions, minimizing emotional impact and maintaining confidentiality.
Turn every interaction into a loyalty opportunity:
“Actively listening, identifying needs and exceeding expectations in every contact, offering personalized solutions and exceptional service.”
Curriculum - Modules
- Comprehensive Maritime Incident Management: protocols, roles, and chain of command for coordinated response
- Operational Planning and Execution: briefing, routes, weather windows, and go/no-go criteria
- Rapid Risk Assessment: criticality matrix, scene control, and decision-making under pressure
- Operational Communication: VHF/GMDSS, standardized reports, and inter-agency liaison
- Tactical Mobility and Safe Boarding: RHIB maneuvers, approach, mooring, and recovery
- Equipment and Technologies: PPE, signaling, satellite tracking, and field data logging
- Immediate Care of the Affected: primary assessment, hypothermia, trauma, and stabilization for evacuation
- Adverse Environmental Conditions: swell, Visibility, flows, and operational mitigation
Simulation and training: critical scenarios, use of VR/AR, and exercises with performance metrics
Documentation and continuous improvement: lessons learned, indicators (MTTA/MTTR), and SOP updates
- Introduction to Excellence in Customer Service: Key Concepts and Their Importance
- VIP Protocol: Standards and Adaptations According to Context
- Effective Communication: Verbal and Non-Verbal Language in VIP Service
- Active Listening Skills: Understanding Customer Needs and Expectations
- Complaint Handling and Problem Solving: Transforming Challenges into Opportunities
- Service Personalization: Anticipating and Exceeding Individual Expectations
- Etiquette and Social Protocol: Rules of Courtesy and Behavior in VIP Environments
- Personal and Professional Image: Projecting Confidence and Credibility
- Privacy and Confidentiality Management: Protecting Sensitive Customer Information
- Measurement and continuous improvement of the VIP experience
‘
- Fundamentals of Customer Service Excellence: Concept, importance, and benefits.
- Professional Etiquette: Attire, body language, and verbal communication.
- Business Protocol: Greetings, introductions, meetings, and events.
- Effective Communication: Active listening, empathy, and assertiveness.
- Handling Complaints and Claims: Techniques for resolving conflicts and exceeding expectations.
- Personalized Attention: Identifying customer needs and preferences.
- Building Lasting Relationships: Loyalty and long-term value creation.
- Preferential Treatment: Loyalty programs, exclusive benefits, and unique experiences.
- Culture of Customer Service: Implementation and maintenance of standards of excellence.
Measurement and Continuous Improvement: Key performance indicators and customer feedback.
‘
- VIP Service Fundamentals: Definition, expectations, and specific needs.
- VIP Customer Psychology: Motivations, values, and factors influencing service perception.
- Effective and Assertive Communication: Active listening techniques, adapted verbal and nonverbal language.
- Protocol and Etiquette in VIP Service: Rules of courtesy, dress code, and professional behavior.
- Managing Personal and Professional Image: Projecting confidence, credibility, and excellence.
- Creating Memorable Experiences: Personalization, meaningful details, and exceeding expectations.
- Handling Complaints and Difficult Situations: Conflict resolution, empathy, and finding effective solutions.
- Customer Loyalty and Building Long-Term Relationships: Strategies for monitoring, recognition, and added value.
- Use of technology in VIP service: Digital tools, CRM, and personalized communication channels.
- Measurement and continuous improvement of VIP service quality: Key indicators, customer feedback, and action plans.
‘
- Introduction to VIP Service: Concept, Evolution, and Relevance.
- VIP Customer Psychology: Motivations, Expectations, and Needs.
- Effective Communication: Verbal and Nonverbal Language Adapted to the VIP Customer.
- Protocol and Etiquette: Rules of Courtesy and Behavior in Different Contexts.
- Service Personalization: Strategies for Offering a Unique Experience.
- Complaint and Claim Management: Conflict Resolution and Exceeding Expectations.
- VIP Customer Loyalty: Loyalty Programs, Exclusive Benefits, and Follow-up.
- Relationship Marketing: Building Long-Term Relationships with VIP Customers.
- Digital Tools for VIP Service: CRM, social media, and online communication.
- Measuring satisfaction and continuous improvement: Key Performance Indicators (KPIs).
‘
- System Architecture and Components: Structural design, materials, and subsystems (mechanical, electrical, electronic, and fluid) with selection and assembly criteria for marine environments
- Fundamentals and Principles of Operation: Physical and engineering foundations (thermodynamics, fluid mechanics, electricity, control, and materials) that explain performance and operating limits
- Safety and Environmental (SHE): Risk analysis, PPE, LOTO, hazardous atmospheres, spill and waste management, and emergency response plans
- Applicable Regulations and Standards: IMO/ISO/IEC requirements and local regulations;
- Conformance criteria, certification, and best practices for operation and maintenance
- Inspection, testing, and diagnostics: Visual/dimensional inspection, functional testing, data analysis, and predictive techniques (vibration, thermography, fluid analysis) to identify root causes
- Preventive and predictive maintenance: Hourly/cycle/seasonal plans, lubrication, adjustments, calibrations, consumable replacement, post-service verification, and operational reliability
- Instrumentation, tools, and metrology: Measuring and testing equipment, diagnostic software, calibration and traceability; selection criteria, safe use, and storage
- Onboard integration and interfaces: Mechanical, electrical, fluid, and data compatibility; Sealing and watertightness, EMC/EMI, corrosion protection, and interoperability testing.
Quality, acceptance testing, and commissioning: process and materials control, FAT/SAT, bench and sea trials, go/no-go criteria, and evidence documentation.
Technical documentation and integrated practice: logs, checklists, reports, and a complete case study (safety ā diagnosis ā intervention ā verification ā report) applicable to any system.
Plan de estudio - MĆ³dulos
- Comprehensive Maritime Incident Management: protocols, roles, and chain of command for coordinated response
- Operational Planning and Execution: briefing, routes, weather windows, and go/no-go criteria
- Rapid Risk Assessment: criticality matrix, scene control, and decision-making under pressure
- Operational Communication: VHF/GMDSS, standardized reports, and inter-agency liaison
- Tactical Mobility and Safe Boarding: RHIB maneuvers, approach, mooring, and recovery
- Equipment and Technologies: PPE, signaling, satellite tracking, and field data logging
- Immediate Care of the Affected: primary assessment, hypothermia, trauma, and stabilization for evacuation
- Adverse Environmental Conditions: swell, Visibility, flows, and operational mitigation
Simulation and training: critical scenarios, use of VR/AR, and exercises with performance metrics
Documentation and continuous improvement: lessons learned, indicators (MTTA/MTTR), and SOP updates
- Introduction to Excellence in Customer Service: Key Concepts and Their Importance
- VIP Protocol: Standards and Adaptations According to Context
- Effective Communication: Verbal and Non-Verbal Language in VIP Service
- Active Listening Skills: Understanding Customer Needs and Expectations
- Complaint Handling and Problem Solving: Transforming Challenges into Opportunities
- Service Personalization: Anticipating and Exceeding Individual Expectations
- Etiquette and Social Protocol: Rules of Courtesy and Behavior in VIP Environments
- Personal and Professional Image: Projecting Confidence and Credibility
- Privacy and Confidentiality Management: Protecting Sensitive Customer Information
- Measurement and continuous improvement of the VIP experience
‘
- Fundamentals of Customer Service Excellence: Concept, importance, and benefits.
- Professional Etiquette: Attire, body language, and verbal communication.
- Business Protocol: Greetings, introductions, meetings, and events.
- Effective Communication: Active listening, empathy, and assertiveness.
- Handling Complaints and Claims: Techniques for resolving conflicts and exceeding expectations.
- Personalized Attention: Identifying customer needs and preferences.
- Building Lasting Relationships: Loyalty and long-term value creation.
- Preferential Treatment: Loyalty programs, exclusive benefits, and unique experiences.
- Culture of Customer Service: Implementation and maintenance of standards of excellence.
Measurement and Continuous Improvement: Key performance indicators and customer feedback.
‘
- VIP Service Fundamentals: Definition, expectations, and specific needs.
- VIP Customer Psychology: Motivations, values, and factors influencing service perception.
- Effective and Assertive Communication: Active listening techniques, adapted verbal and nonverbal language.
- Protocol and Etiquette in VIP Service: Rules of courtesy, dress code, and professional behavior.
- Managing Personal and Professional Image: Projecting confidence, credibility, and excellence.
- Creating Memorable Experiences: Personalization, meaningful details, and exceeding expectations.
- Handling Complaints and Difficult Situations: Conflict resolution, empathy, and finding effective solutions.
- Customer Loyalty and Building Long-Term Relationships: Strategies for monitoring, recognition, and added value.
- Use of technology in VIP service: Digital tools, CRM, and personalized communication channels.
- Measurement and continuous improvement of VIP service quality: Key indicators, customer feedback, and action plans.
‘
- Introduction to VIP Service: Concept, Evolution, and Relevance.
- VIP Customer Psychology: Motivations, Expectations, and Needs.
- Effective Communication: Verbal and Nonverbal Language Adapted to the VIP Customer.
- Protocol and Etiquette: Rules of Courtesy and Behavior in Different Contexts.
- Service Personalization: Strategies for Offering a Unique Experience.
- Complaint and Claim Management: Conflict Resolution and Exceeding Expectations.
- VIP Customer Loyalty: Loyalty Programs, Exclusive Benefits, and Follow-up.
- Relationship Marketing: Building Long-Term Relationships with VIP Customers.
- Digital Tools for VIP Service: CRM, social media, and online communication.
- Measuring satisfaction and continuous improvement: Key Performance Indicators (KPIs).
‘
- System Architecture and Components: Structural design, materials, and subsystems (mechanical, electrical, electronic, and fluid) with selection and assembly criteria for marine environments
- Fundamentals and Principles of Operation: Physical and engineering foundations (thermodynamics, fluid mechanics, electricity, control, and materials) that explain performance and operating limits
- Safety and Environmental (SHE): Risk analysis, PPE, LOTO, hazardous atmospheres, spill and waste management, and emergency response plans
- Applicable Regulations and Standards: IMO/ISO/IEC requirements and local regulations;
- Conformance criteria, certification, and best practices for operation and maintenance
- Inspection, testing, and diagnostics: Visual/dimensional inspection, functional testing, data analysis, and predictive techniques (vibration, thermography, fluid analysis) to identify root causes
- Preventive and predictive maintenance: Hourly/cycle/seasonal plans, lubrication, adjustments, calibrations, consumable replacement, post-service verification, and operational reliability
- Instrumentation, tools, and metrology: Measuring and testing equipment, diagnostic software, calibration and traceability; selection criteria, safe use, and storage
- Onboard integration and interfaces: Mechanical, electrical, fluid, and data compatibility; Sealing and watertightness, EMC/EMI, corrosion protection, and interoperability testing.
Quality, acceptance testing, and commissioning: process and materials control, FAT/SAT, bench and sea trials, go/no-go criteria, and evidence documentation.
Technical documentation and integrated practice: logs, checklists, reports, and a complete case study (safety ā diagnosis ā intervention ā verification ā report) applicable to any system.
- Introduction to VIP Service: Concept, evolution, and current relevance.
- VIP Customer Psychology: Needs, expectations, and motivations.
- Effective Communication: Verbal and nonverbal language, active listening, and empathy.
- Protocol and Etiquette in VIP Service: Social, cultural, and business norms.
- Managing Personal and Professional Image: Attire, presentation, and behavior.
- Creating Memorable Experiences: Personalization, attention to detail, and added value.
- Managing VIP Complaints and Claims: Conflict resolution, creative solutions, and follow-up.
- Loyalty Strategies: Loyalty programs, rewards, and recognition.
- Use of Technology in VIP Service: Digital tools, CRM, and social media.
- Measuring VIP Customer Satisfaction: Key Performance Indicators and Feedback.
‘
- Fundamentals of Excellence in VIP Customer Service: Definition, importance, and benefits.
- VIP Customer Psychology: Motivations, expectations, needs, and behaviors.
- Effective Communication with VIP Customers: Active listening techniques, empathy, and assertiveness.
- Service Personalization: Adapting to individual preferences and creating unique experiences.
- Handling VIP Complaints and Claims: Problem-solving with speed, efficiency, and professionalism.
- Building Long-Term Relationships: Strategies for building loyalty and retaining VIP customers.
- Protocol and Etiquette in VIP Treatment: Rules of courtesy, dress code, and behavior.
- Usage Technology for Improving VIP Service: Digital Tools, CRM, and Social Media.
Measuring and Evaluating VIP Customer Satisfaction: Key Performance Indicators and Surveys.
Success Stories and Best Practices in VIP Customer Loyalty.
‘
- Fundamentals of VIP Service: Definition, expectations, and values.
- Effective Communication: Active listening, verbal and nonverbal language, empathy.
- Protocol and Etiquette: Rules of courtesy, dress code, and behavior in different contexts.
- Managing Personal and Corporate Image: Professional projection, reputation, and brand.
- Handling Complaints and Problem Solving: Negotiation techniques, conflict management, and creative solutions.
- Personalizing Service: Adapting to individual needs, anticipation, and proactivity.
- Creating Memorable Experiences: Designing unique moments, details, and surprises.
- Using Technology for VIP Service: Communication tools, CRM, and digital platforms.
- Security and confidentiality: Information protection, handling of sensitive situations, and risk management.
- VIP customer tracking and loyalty: Retention strategies, loyalty programs, and building long-term relationships.
‘
- VIP Service Fundamentals: VIP customer expectations, needs, and motivations.
- High-Impact Communication: Verbal and non-verbal language, active listening, and empathy.
- VIP Service Protocol and Etiquette: Rules of courtesy, dress code, and professional behavior.
- VIP Complaint and Claim Management: Problem-solving, exceeding expectations, and customer retention.
- Personalizing the VIP Experience: Identifying preferences, anticipating needs, and creating memorable moments.
- Building Lasting Relationships: Loyalty strategies, reward programs, and personalized follow-up.
- Privacy and Confidentiality Management: Data protection, handling sensitive information, and regulatory compliance.
- Usage Technology in VIP Service: Communication tools, customer management platforms, and process automation.
Measuring VIP Satisfaction: Key performance indicators, satisfaction surveys, and feedback analysis.
Trends in VIP Service: Innovation, personalization, and adaptation to new market demands.
‘
Career opportunities
- VIP Personal Assistant: Discreetly and efficiently managing schedules, travel, events, and personal needs.
- Luxury Concierge: Providing personalized services in hotels, resorts, and exclusive residences, anticipating client needs.
- Premium Customer Service Representative: Managing accounts and relationships with high-value clients, offering customized solutions and exceptional service.
- High-Level Event Protocol Manager: Coordinating and executing events, ensuring adherence to etiquette and VIP guest satisfaction.
- VIP Travel Agent: Designing and managing personalized itineraries, offering unique and exclusive experiences.
- Personal and Professional Image Consultant: Advising on etiquette, protocol, communication, and wardrobe for executives and public figures.
- Relationship Coordinator Public relations for luxury companies: brand image management, event organization, and media and VIP client relations.
Customer service and VIP protocol trainer: delivering courses and workshops for companies and professionals seeking to improve their customer service and professional image.
“`
Admission requirements
Academic/professional profile:
Degree/Bachelor's degree in Nautical Science/Maritime Transport, Naval/Marine Engineering, or a related field; or proven professional experience in bridge/operations.
Language proficiency:
Recommended functional maritime English (SMCP) for simulations and technical materials.
5. Induction
Updated resume, copy of degree or seaman's book, ID card/passport, letter of motivation.
Technical requirements (for online):
Equipment with camera/microphone, stable connection, ā„ 24ā monitor recommended for ECDIS/Radar-ARPA.
Admission process and dates
1. Online
application
(form + documents).
2. Academic review and interview
(profile/objectives/schedule compatibility).
3. Admission decision
(+ scholarship proposal if applicable).
4. Reservation of place
(deposit) and registration.
5. Induction
(access to campus, calendars, simulator guides).
Scholarships and grants
- Master the art of high-level customer service: Learn advanced techniques to exceed the expectations of the most demanding clients.
- VIP protocol in detail: Discover the essential codes and rules to conduct yourself with elegance and professionalism in exclusive environments.
- Persuasive and effective communication: Develop skills to build strong relationships and resolve conflicts successfully.
- Personalization and customer experience: Learn to create memorable experiences and build loyalty with your VIP clients.
- Case studies and simulations: Apply the knowledge acquired in real-life situations and receive personalized feedback.
Testimonials
During my training in Customer Service and VIP Protocol, I acquired crucial skills for managing the needs of high-profile clients. In my previous role, I implemented the protocols I learned to serve a major international investor, anticipating their requirements and discreetly and efficiently resolving an unforeseen logistical issue. This resulted in the signing of a multi-million dollar contract and recognition from the company for the exceptional service provided.
Thanks to the Marketing, Tourism, and Experiences course, I was able to design and launch a social media campaign for a small rural tourism business, achieving a 30% increase in bookings in just two months. I implemented segmentation strategies, engaging content, and collaborations with local influencers, which generated a significant increase in reach and brand engagement.
“During my training in Customer Service and VIP Protocol, I excelled in the simulation of serving a high-profile client with a complex and urgent request. I successfully resolved their issue efficiently and empathetically, anticipating their needs and exceeding their expectations. I received praise for my professionalism, assertive communication skills, and impeccable handling of protocol, which positioned me as one of the program’s most outstanding participants.”
“Thanks to my training in Customer Service and VIP Protocol, I successfully managed a corporate event with the presence of important international investors. I anticipated their needs, ensuring their comfort and satisfaction, which directly contributed to closing a crucial deal for the company. My ability to handle unforeseen situations with professionalism and diplomacy was highlighted by management, solidifying my reputation as a valuable asset to the organization.”
Frequently asked questions
VIP customer service focuses on providing personalized, proactive, and exclusive service that anticipates the needs of high-value customers, while general customer service focuses on reactively addressing the immediate needs of all customers.
Yes. The itinerary includes ECDIS/Radar-ARPA/BRM with harbor, ocean, fog, storm, and SAR scenarios.
Online with live sessions; hybrid option for simulator/practical placements through agreements.
VIP customer service focuses on providing personalized and exclusive service that anticipates customer needs, while standard customer service focuses on resolving problems and answering questions in a general way.
Recommended functional SMCP. We offer support materials for standard phraseology.
Yes, with a relevant degree or experience in maritime/port operations. The admissions interview will confirm suitability.
Optional (3ā6 months) through Companies & Collaborations and the Alumni Network.
Simulator practice (rubrics), defeat plans, SOPs, checklists, micro-tests and applied TFM.
A degree from Navalis Magna University + operational portfolio (tracks, SOPs, reports and KPIs) useful for audits and employment.
- VIP Service Fundamentals: VIP customer expectations, needs, and motivations.
- High-Impact Communication: Verbal and non-verbal language, active listening, and empathy.
- VIP Service Protocol and Etiquette: Rules of courtesy, dress code, and professional behavior.
- VIP Complaint and Claim Management: Problem-solving, exceeding expectations, and customer retention.
- Personalizing the VIP Experience: Identifying preferences, anticipating needs, and creating memorable moments.
- Building Lasting Relationships: Loyalty strategies, reward programs, and personalized follow-up.
- Privacy and Confidentiality Management: Data protection, handling sensitive information, and regulatory compliance.
- Usage Technology in VIP Service: Communication tools, customer management platforms, and process automation.
Measuring VIP Satisfaction: Key performance indicators, satisfaction surveys, and feedback analysis.
Trends in VIP Service: Innovation, personalization, and adaptation to new market demands.
‘
Request information
- Complete the Application Form
- Attach your CV/Qualifications (if you have them to hand).
- Indicate your preferred cohort (January/May/September) and whether you want the hybrid option with simulator sessions.
Teachers
Eng. TomƔs Riera
Full Professor
Eng. TomƔs Riera
Full Professor
Naval engineer specializing in the selection, integration, and optimization of propulsion systems for yachts, high-speed craft, and service vessels.
Eng. SofĆa Marquina
Full Professor
Eng. SofĆa Marquina
Full Professor
Materials engineer specializing in marine composites and corrosion protection systems for ships, yachts, and port structures.
Eng. Javier BaƱuls
Full Professor
Eng. Javier BaƱuls
Full Professor
Naval electrical engineer with over fifteen years of experience in the design, integration, and operation of power and automation systems.
Dr. Nuria Llobregat
Full Professor
Dr. Nuria Llobregat
Full Professor
Specialist in meteorological and operational decision-making for coastal and offshore navigation, integrating wind, wave, and current models.
Dr. Pau Ferrer
Full Professor
Dr. Pau Ferrer
Full Professor
Naval engineer with a PhD in applied hydrodynamics and over a decade of experience designing high-performance hulls and marine structures.
Cap. Javier Abaroa (MCA)
Full Professor
Cap. Javier Abaroa (MCA)
Full Professor
MCA-certified captain with command of ocean-going vessels, specializing in advanced maneuvering, navigation management, and bridge safety.