Dr. Marina AlcoverAcademic director focused on measurable results and operational excellence in maritime education. Integrates IMO/STCW regulations and ISO 21001/9001 f
Diploma · 800 h · 8 modules
Diploma in Customer Experience at Sea
The Diploma in Customer Experience at SeaThis program prepares you to design and manage exceptional onboard experiences, transforming every interaction into an unforgettable memory for your passengers. Learn to exceed expectatio
Duration800 h
FormatOnline
Starts16 November
Places20 / 20
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Programme overview
What is the Diploma in Customer Experience at Sea?
The Diploma in Customer Experience at Sea
This program prepares you to design and manage exceptional onboard experiences, transforming every interaction into an unforgettable memory for your passengers. Learn to exceed expectations in a unique environment, optimizing service quality and customer satisfaction on cruise ships and luxury vessels. This program provides you with the tools to build customer loyalty and maximize the value of every voyage.
Differentiating Advantages
- Personalization Strategies: Adapt the service to the individual needs and preferences of each client.
- Online Reputation Management: Learn to manage opinions and comments on social media and review platforms.
- Effective Communication: Master interpersonal communication skills to build strong relationships with clients.
- Conflict Resolution: Develop strategies to address and resolve problems quickly and efficiently.
- Data Analysis: Use metrics and data to continuously measure and improve the customer experience.
Programme type
Diploma
Study mode
Online
Duration
800 hours
Modules
8
Start date
26-11-2026
Programme highlights
- Design memorable experiences: Master the techniques to create exceptional interactions with your customers in the demanding maritime environment.
- Build loyalty and increase profitability: Learn how to turn satisfied customers into brand ambassadors, driving sustainable business growth.
- Manage online reputation: Discover the tools to monitor and respond to customer reviews, protecting your company's image.
- Personalization and segmentation: Apply strategies to offer tailored services, adapted to the needs and expectations of each customer.
- Digital transformation: Integrate the latest technologies to optimize the customer experience and differentiate yourself from the competition.
- Boost your career and lead the transformation of customer experience in the maritime sector.
Curriculum
Programme Structure
The programme is structured in 8 modules, listed below in order of study.
01
Basics of the customer experience in maritime services
- Principles of customer experience applied to cruise ships, yachts, ferries, luxury boats and specialised maritime tourism
- Evolution of maritime hospitality and transformation of passenger and guest-oriented services
- Differences between quality of service, satisfaction, perception of value, loyalty and comprehensive customer experience
- Maritime customer profile according to tourist segment, motivations, expectations and behaviour of consumption
- Factors influencing the perception of experience: safety, comfort, customisation, entertainment and attention
- Customer-centreed organisational culture and alignment between crew, operations and hospitality services
- Design of experience models oriented to excellence, differentiation and loyalty on the high seas
- Service Quality Models: Servqual and similar
02
Customer tour design and service customisation
- Construction of the customer journey from the booking to the landing and post-travel tracking
- Identification of physical, digital and human touchpoints throughout the browsing experience
- Design of personalised experiences according to age, nationality, interests, level of service and type of trip
- Management of preferences related to gastronomy, accommodation, entertainment, well-being and recreational activities
- Adaptation of the experience for families, couples, individual travelers, corporate groups and VIP clients
- Elimination of friction through agile processes, advance communication and coordination between departments
- Development of comprehensive tours that generate memorable and differentiated experiences for each customer profile
- Customer Experience Map (Customer Journey Map)
03
Communication, personalised attention and service excellence
- Interpersonal communication techniques aimed at hospitality, trust and efficient resolution of customer needs
- Active listening, empathy, positive language and intercultural communication in international maritime environments
- Personalized attention during boarding, accommodation, catering, excursions and activities on board
- Management of special requests, accessibility needs, cultural preferences and personalised requirements
- Professional handling of demanding clients, delicate situations and high-service expectations
- Coordination between reception, catering, entertainment, housekeeping, excursions and medical services
- Implementation of standards of care that guarantee consistency, speed and excellence throughout the journey
- Communication in high demand situations
04
Management of emotions, satisfaction and customer loyalty
- Psychological factors that influence the perception of satisfaction and quality of the maritime service
- Identification of expectations, emotions and critical moments during the browsing experience
- Design of emotional experiences through personalised details, surprises and value-added services
- Management of satisfaction through continuous monitoring and early resolution of incidents
- Development of loyalty programmes, rewards, memberships and exclusive benefits for recurring customers
- Strategies to promote recommendations, positive reputation and word of mouth
- Building lasting relationships based on trust, quality and memorable experiences
- Loyalty programmes in maritime services
05
Management of incidents, claims and recovery of the service
- Identification of incidents related to accommodation, catering, entertainment, excursions and maritime operations
- Attention techniques and resolution of claims with a customer-oriented approach and continuous improvement
- Effective communication during delays, cancellations, itinerary changes and adverse weather conditions
- Management of conflict situations through negotiation, empathy and decision-making service-oriented
- Development of experience recovery protocols after operating errors or serious incidents
- Registration, analysis and tracking of claims to identify opportunities for organisational improvement
- Development of incident management systems that strengthen customer trust and loyalty
- Client Compensation and Recovery Protocols
06
Innovation, digitization and analysis of the customer experience
- Application of digital technologies to improve interaction between passengers, crew and services on board
- Using mobile apps, self-service platforms, and digital assistants to optimise the customer experience
- Customization through artificial intelligence, preference analysis and automation of recommendations
- Capture of opinions through surveys, social networks, applications and online valuation platforms
- Definition of customer experience indicators, satisfaction, loyalty and quality of service
- Development of dashboards for monitoring customer perception and continuous improvement
- Development of innovation strategies focused on digital experience and intelligent hospitality
- CRM tools and satisfaction surveys
07
Strategic management of customer experience in maritime organisations
- Integration of customer experience in the corporate strategy of shipping companies, cruise ships and maritime operators
- Coordination between departments to ensure a consistent and consistent experience across the organisation
- Design of staff training programmes aimed at hospitality, care and service excellence
- Evaluation of performance through indicators of satisfaction, loyalty, reputation and profitability of the service
- Management of organisational change to implement a customer-centreed culture on the high seas
- Development of continuous improvement plans based on data, feedback and analysis of operating results
- Construction of strategic models that strengthen the competitiveness and positioning of maritime organisations through exceptional experiences
- Culture of service and staff training
08
Applied Final Project of Customer Experience at Sea
- Definition of a case study corresponding to a cruise ship, ferry, yacht or specialised tourist boat
- Diagnosis of the customer journey, contact points, care processes and opportunities for improvement identified
- Design of a comprehensive customer experience strategy adapted to the passenger profile and type of maritime operation
- Development of personalised attention protocols, incident management and service recovery
- Development of loyalty initiatives, digital innovation and personalisation of experience on board
- Definition of performance indicators, implementation schedule, necessary resources and continuous evaluation mechanisms
- Presentation of the experience improvement plan
- Presentation of the final technical report with strategic, operational, commercial and organisational validation of the proposal to improve the customer experience on the high seas
Workload
Study Time and Workload
800 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
Maritime and tourism professionals who want to maximize customer satisfaction and loyalty on board.Cruise ship, ferry, and pleasure craft staff looking to improve their customer service and attention skills.Marketing and sales managers in shipping companies interested in designing strategies focused on the customer experience.Maritime operations supervisors and managers who need to implement
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
- 01Building loyalty among cruise passengers through memorable interactions
- 02Optimize customer satisfaction through personalized onboard services
- 03Transforming everyday moments into exceptional experiences at sea
- 04Design innovative strategies to exceed customer expectations on every journey
- 05Leading the crew towards excellence in passenger service in every port
- 06Effectively manage complaints and resolve problems to ensure passenger peace of mind
Careers
Career Opportunities
01Onboard Customer Experience Manager: Design and management of loyalty programs, personalized customer service, complaint resolution, and management of the cruise line's online reputation.
02Activities and Entertainment Manager: Creation and coordination of events, shows, and recreational activities for passengers, ensuring a memorable travel experience.
03Public Relations and Communications Specialist: Management of internal and external communications for the cruise line, media relations, organization of promotional events, and crisis management.
04Customer Data and Feedback Analyst: Collection and analysis of customer satisfaction data, identification of areas for improvement, and proposal of innovative solutions.
05Passenger Services Coordinator: Supervision and coordination of all services offered to passengers (catering, housekeeping, excursions, etc.), guaranteeing quality and Efficiency.
06Customer Service Staff Trainer: Design and delivery of training programs for cruise ship staff in communication skills, conflict resolution, and high-quality customer service.
07Customer Experience Consultant for Cruise Lines: Advising cruise lines on improving the onboard customer experience, designing customized strategies, and evaluating results.
08Shore Excursions and Activities Manager: Design and coordination of shore excursions and activities for passengers, ensuring a safe and enriching cultural and tourist experience.
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Questions
Entry Requirements
The cruise industry or the maritime tourism industry.
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.
To the cruise or maritime tourism sector.
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:Bachelor's Degree in Marketing, Communication, Business Administration, Tourism, or a related field; or proven professional experience in customer service, hospitality, or onboard service management.Language proficiency:Fluency in English (B2 or higher) and a second language (French, German, Italian) is a plus.Skills:Excellent interpersonal communication skills, empathy, problem-solving, and customer service orientation.Documentation:Updated CV, copy of qualification or professional experience certificate, ID/Passport, cover letter.Technical
Questions?
Frequently Asked Questions
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