Dr. Marina AlcoverAcademic director focused on measurable results and operational excellence in maritime education. Integrates IMO/STCW regulations and ISO 21001/9001 f
Course · 300 h · 5 modules
Customer Service and VIP Protocol Course
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…
Duration300 h
FormatOnline
Starts30 November
Places20 / 20
Prior knowledge
Prior Knowledge Assessment
These are the skills this programme builds. Tick the ones you already have and we will tell you which part of the syllabus is really for you.
Your profile
Tick what you already know to see your result.
Programme overview
What is the Customer Service and VIP Protocol Course?
Master the Art of Customer Service and VIP Protocol
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.
Programme type
Course
Study mode
Online
Duration
300 hours
Modules
5
Start date
08-12-2026
Programme highlights
- 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.
- Boost your career and become a leader in VIP customer service.
Curriculum
Programme Structure
The programme is structured in 5 modules, listed below in order of study.
01
Fundamentals of customer service, excellence in service and principles of the VIP protocol in high demand environments
- Concept of customer support and differences between basic service, personalised attention, professional hospitality and VIP experience
- Principles of excellence in customer service: courtesy, efficiency, anticipation, discretion and orientation to comprehensive satisfaction
- Profile and expectations of the VIP client in corporate, tourism, institutional, commercial and luxury contexts
- Importance of professional image, personal presence and protocol behaviour in high-level care
- Relationship between quality of service, brand reputation, loyalty and perception of exclusivity in VIP experiences
02
Professional communication, personalised treatment and management of interactions with high-value clients
- Verbal and non-verbal communication techniques applied to distinguished attention and personalised treatment with VIP clients
- Active listening, empathy and reading of implicit needs as the basis of refined and effective care
- Adaptation of the communicative style according to customer profile, service context and level of formality required
- Correct use of language, protocol treatments and courtesy formulas in high-level contexts
- Management of special requests, high demands and complex expectations with a decisive approach and professional attitude
03
VIP protocol, professional label and management of exclusive situations in face-to-face services and events
- Fundamentals of the protocol applied to VIP clients in receptions, meetings, events, travel, hospitality and institutional care
- Basic rules of etiquette, precedence, treatments and professional behaviour in formal and representation environments
- Reception, accompaniment and farewell of VIP clients with criteria of elegance, efficiency and control of the experience
- Organisation of preferential services, reserved spaces, special accesses and personalised service circuits
- Coordination of the VIP protocol with security, logistics, transport, hotels, restaurants and executive care
04
Management of incidents, claims and sensitive situations with VIP clients under standards of discretion and excellence
- Identification of critical incidents in VIP care: delays, service errors, unforeseen changes, complaints and coordination failures
- Problem solving techniques with speed, serenity and guidance to preserve customer experience and trust
- Management of high-value customer claims with emotional control, proper language and restorative approach
- Management of delicate situations that require discretion, confidentiality and immediate coordination between service areas
- Relational crisis prevention through anticipation, close monitoring and control of critical points of the customer's journey
05
Capstone Project for Customer Support and VIP protocol applied to a real or simulated premium service environment
- Definition of the case study: type of organisation, VIP customer profile, service context and service objectives
- Design of the customer journey and key moments of interaction with criteria of excellence and customisation
- Preparation of the care protocol: reception, communication, accompaniment, resolution of applications and closing of experience
- Development of the operational coordination plan between areas involved to ensure fluid and controlled service
- Construction of action guidelines for incidents, last-minute changes and sensitive high-level situations
Workload
Study Time and Workload
300 hours of study, online and at your own pace. Move the slider to the hours a week you can really put in.
Hours a week8
Weeks to finish—
You finish around—
Who it is for
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 w
Faculty
Academic direction and faculty
The teaching team at Navalis: working professionals who deliver and oversee the institute's programmes.
Eng. Diego Cifuentes
Cap. Javier Abaroa (MCA)
Dr. Pau Ferrer
Dr. Nuria Llobregat
Eng. Javier Bañuls
Eng. Sofía Marquina
Eng. Tomás Riera
Verified reviews
Student Reviews
Reviews collected and verified by Opynio, not written by us.
Outcomes
Learning Outcomes
- 01Cultivating lasting relationships
- 02Manage personalized experiences
- 03Mastering persuasive communication
- 04Anticipating and exceeding unique expectations
- 05Resolving conflicts with elegance and discretion
- 06Turn every interaction into a loyalty opportunity
Careers
Career Opportunities
01VIP Personal Assistant: Discreetly and efficiently managing schedules, travel, events, and personal needs.
02Luxury Concierge: Providing personalized services in hotels, resorts, and exclusive residences, anticipating client needs.
03Premium Customer Service Representative: Managing accounts and relationships with high-value clients, offering customized solutions and exceptional service.
04High-Level Event Protocol Manager: Coordinating and executing events, ensuring adherence to etiquette and VIP guest satisfaction.
05VIP Travel Agent: Designing and managing personalized itineraries, offering unique and exclusive experiences.
06Personal and Professional Image Consultant: Advising on etiquette, protocol, communication, and wardrobe for executives and public figures.
07Relationship Coordinator Public relations for luxury companies: brand image management, event organization, and media and VIP client relations.
08Customer service and VIP protocol trainer: delivering courses and workshops for companies and professionals seeking to improve their customer service and professional image.
09```
Questions
Entry Requirements
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 (3–6 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 Institute + operational portfolio (tracks, SOPs, reports and KPIs) useful for audits and employment.
Online admissions
Admissions Process
No waiting for a phone call. If your documents are complete, you can pay in the same session.
Entry requirements
Academic/Professional Profile:Training in Hospitality, Tourism, Public Relations, or Communication; or demonstrable experience in high-level customer service.Skills:Excellent communication skills (verbal and written), problem-solving abilities, empathy, and discretion. Language skills are a plus.Documentation:Updated CV, cover letter highlighting experience in customer service and protocol, references (optional).Additional Requirements:Availability (may include weekends and holidays), professional appearance, and a proactive attitude.```
Questions?
Frequently Asked Questions
Leave your details and admissions will write back. If you already know this is the one, go straight to the application and pay in the same session.