Protocol and Customer Service Course
Why this course?
The Protocol and Customer Service Course
Is designed to enhance your skills in creating memorable experiences and impeccably managing the corporate image. Learn to master essential communication, etiquette, and ceremonial techniques to differentiate yourself in a competitive market. This program provides you with the tools to build strong customer relationships, foster loyalty, and become a brand ambassador.
Differential Advantages
- Business Protocol: rules of courtesy, precedence, organization of events and business trips.
- Effective Communication: verbal and non-verbal language, active listening, handling objections and conflict resolution.
- Personalized Customer Service: segmentation, customer adaptation, complaint management and loyalty.
- Corporate Image: professional attire, personal image and brand projection.
- Practical Tools: case studies, simulations, role-playing and templates to apply what you have learned.
- Modality: Online
- Level: Cursos
- Hours: 150 H
- Start date: 25-04-2026
Availability: 1 in stock
Who is it aimed at?
- Reception and customer service professionals looking to perfect their communication and protocol skills to offer exceptional service.
- Banking, hospitality, and retail employees who want to enhance the customer experience through personalized and efficient service.
- Administrative and support staff who need to master the rules of courtesy and etiquette in diverse work environments.
- Entrepreneurs and business owners interested in building customer loyalty through a service protocol that reflects their brand image.
- Students and recent graduates who aspire to stand out in the job market with a solid foundation in protocol and interpersonal skills.
Flexibility Formative
Adapted to your pace: Asynchronous modules accessible 24/7, collaborative discussion forums, and practical exercises to apply what you’ve learned.
Objectives and competencies
Transforming interactions into memorable experiences:
“Anticipating customer needs, exceeding expectations, and personalizing every interaction with empathy and proactivity.”
Mastering effective communication techniques to solve problems and build customer loyalty:
“Actively manage listening, empathy, and assertiveness in interactions, adapting the message to the client’s needs to build lasting relationships and resolve conflicts effectively.”
Implement protocol strategies that project professionalism and confidence:
“Clear, respectful and effective communication with all stakeholders, adapting the language and channel to the situation and the interlocutor.”
Optimize complaint management to turn them into opportunities for continuous improvement:
“Implement a robust and multidisciplinary root cause analysis system to identify patterns and trends in complaints, allowing the prioritization of corrective and preventive actions with a direct impact on customer satisfaction and operational efficiency.”
Develop active listening skills to understand and anticipate customer needs:
“Practice empathy and actively reframe the information received, identifying the underlying emotions and unexpressed expectations of the client.”
Adapt the protocol to different communication channels to ensure a consistent experience:
“Standardize the language, tone, and format of the message according to the channel (email, chat, telephone, in person), prioritizing clarity and courtesy in each interaction.”
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 Courtesy and Protocol: Definitions and Evolution
- The Importance of Personal and Professional Image: Clothing, Hygiene, and Manners
- Verbal and Nonverbal Communication: Tone of Voice, Body Language, and Active Listening
- The Art of Conversation: Appropriate Topics, Avoiding Controversy, and Showing Genuine Interest
- Protocol in Meetings and Events: Introductions, Greetings, Precedence, and Table Etiquette
- Customer Service: Basic Principles, Types of Customers, and Their Needs
- Handling Complaints and Claims: Active Listening, Empathy, and Effective Solutions
- Personalizing the Customer Experience: Anticipating Needs, Exceeding Expectations, and Creating Memorable Moments
- Protocol in Digital Environments: Communication via Email, Social Media, and Video Conferencing
- Courtesy as a tool for customer loyalty and competitive differentiation
‘
- Fundamentals of Courtesy: Definition, Importance, and Historical Evolution
- The Customer as the Central Focus: Needs, Expectations, and Typologies
- Effective Communication: Verbal and Nonverbal Language and Active Listening
- Empathy and Assertiveness: Keys to Connection and Conflict Resolution
- Protocol and Etiquette: Basic Rules in Customer Service
- Telephone and Online Customer Service: Techniques for Successful Communication
- Managing Complaints and Claims: Transforming Problems into Opportunities
- Personalizing Service: Adapting to Individual Needs
- Service Culture: Fostering Courtesy Throughout the Organization
- Measurement and Continuous improvement: Customer satisfaction indicators and action plans
‘
- Introduction to Protocol: Definition, Importance, and Evolution
- Personal and Professional Image: Attire, Hygiene, and Nonverbal Communication
- Effective Communication Skills: Active Listening, Empathy, and Assertiveness
- Telephone Protocol and Digital Communication: Emails, Social Media, and Instant Messaging
- In-Person Customer Service: Reception, Greeting, Managing Wait Time, and Farewell
- Handling Complaints and Difficult Situations: Conflict Resolution Techniques and Stress Management
- Protocol in Meetings and Events: Organization, Planning, and Roles
- Adapting Protocol to Different Cultures: Cultural Sensitivity and Intercultural Communication
- Customer Loyalty: Strategies for Maintaining long-term relationships
- Professional ethics and confidentiality: Protecting client information
‘
- Introduction to User Experience (UX) and its impact on customer loyalty
- Fundamentals of courtesy: effective communication, empathy, and active listening
- Identifying customer needs: research, analysis, and segmentation
- Designing customer-centric interactions: personalization and proactivity
- Managing complaints and claims: problem resolution and service recovery
- Creating “WOW” moments: exceeding expectations and generating loyalty
- Measuring customer satisfaction: surveys, metrics, and data analysis
- Implementing loyalty programs: rewards, benefits, and ongoing communication
- The role of technology in user experience: CRM, chatbots, and Automation
Trends in courtesy and loyalty: personalization, AI, and sustainability
‘
- 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 → diagnosis → intervention → verification → report) applicable to any system.
Plan de estudio - Módulos
- 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 Courtesy and Protocol: Definitions and Evolution
- The Importance of Personal and Professional Image: Clothing, Hygiene, and Manners
- Verbal and Nonverbal Communication: Tone of Voice, Body Language, and Active Listening
- The Art of Conversation: Appropriate Topics, Avoiding Controversy, and Showing Genuine Interest
- Protocol in Meetings and Events: Introductions, Greetings, Precedence, and Table Etiquette
- Customer Service: Basic Principles, Types of Customers, and Their Needs
- Handling Complaints and Claims: Active Listening, Empathy, and Effective Solutions
- Personalizing the Customer Experience: Anticipating Needs, Exceeding Expectations, and Creating Memorable Moments
- Protocol in Digital Environments: Communication via Email, Social Media, and Video Conferencing
- Courtesy as a tool for customer loyalty and competitive differentiation
‘
- Fundamentals of Courtesy: Definition, Importance, and Historical Evolution
- The Customer as the Central Focus: Needs, Expectations, and Typologies
- Effective Communication: Verbal and Nonverbal Language and Active Listening
- Empathy and Assertiveness: Keys to Connection and Conflict Resolution
- Protocol and Etiquette: Basic Rules in Customer Service
- Telephone and Online Customer Service: Techniques for Successful Communication
- Managing Complaints and Claims: Transforming Problems into Opportunities
- Personalizing Service: Adapting to Individual Needs
- Service Culture: Fostering Courtesy Throughout the Organization
- Measurement and Continuous improvement: Customer satisfaction indicators and action plans
‘
- Introduction to Protocol: Definition, Importance, and Evolution
- Personal and Professional Image: Attire, Hygiene, and Nonverbal Communication
- Effective Communication Skills: Active Listening, Empathy, and Assertiveness
- Telephone Protocol and Digital Communication: Emails, Social Media, and Instant Messaging
- In-Person Customer Service: Reception, Greeting, Managing Wait Time, and Farewell
- Handling Complaints and Difficult Situations: Conflict Resolution Techniques and Stress Management
- Protocol in Meetings and Events: Organization, Planning, and Roles
- Adapting Protocol to Different Cultures: Cultural Sensitivity and Intercultural Communication
- Customer Loyalty: Strategies for Maintaining long-term relationships
- Professional ethics and confidentiality: Protecting client information
‘
- Introduction to User Experience (UX) and its impact on customer loyalty
- Fundamentals of courtesy: effective communication, empathy, and active listening
- Identifying customer needs: research, analysis, and segmentation
- Designing customer-centric interactions: personalization and proactivity
- Managing complaints and claims: problem resolution and service recovery
- Creating “WOW” moments: exceeding expectations and generating loyalty
- Measuring customer satisfaction: surveys, metrics, and data analysis
- Implementing loyalty programs: rewards, benefits, and ongoing communication
- The role of technology in user experience: CRM, chatbots, and Automation
Trends in courtesy and loyalty: personalization, AI, and sustainability
‘
- 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 → diagnosis → intervention → verification → report) applicable to any system.
- Introduction to User Experience (UX) in the context of courtesy and loyalty.
- Customer Psychology: needs, expectations, and motivations.
- Effective Communication: active listening, empathy, and assertiveness.
- Customer Service Techniques: in-person, telephone, and online.
- Complaint and Claim Management: conflict resolution and customer retention.
- Personalizing the Experience: adapting to the customer and their preferences.
- Creating Emotional Connections: strategies for connecting with the customer.
- Loyalty Programs: design, implementation, and evaluation.
- Measuring Customer Satisfaction: surveys, metrics, and Analysis.
Trends in UX and courtesy: innovation and adaptation to new technologies.
‘
- Fundamentals of Protocol: Origins, evolution, and its importance in professional interaction.
- Effective Communication: Verbal and nonverbal skills for positive interaction.
- Person-Centered Customer Service: Empathy, active listening, and personalized service.
- Handling Difficult Situations: Strategies for resolving conflicts and overcoming objections.
- Professional Image: Attire, body language, and online presence.
- Telephone and Digital Protocol: Rules of courtesy and efficiency across different channels.
- Complaint and Claim Management: The process for turning negative experiences into opportunities for improvement.
- Customer Loyalty: Techniques for building relationships lasting and increase loyalty.
- Measuring Customer Experience: Key metrics and assessment tools.
- Innovation in Customer Experience: Trends and best practices in interaction.
‘
- Introduction to Business Protocol: Definition, importance, and evolution.
- Personal and Professional Image: Attire, hygiene, body language, and nonverbal communication.
- Effective Communication: Active listening, assertiveness, empathy, and voice control.
- Customer Service: Courtesy techniques, problem-solving, and complaint handling.
- Table Etiquette: Behavior at business meals, use of cutlery and glassware.
- Business Correspondence: Writing emails, letters, and other formal documents.
- Organizing Corporate Events: Planning, protocol, and guest management.
- Public Relations and Networking: Making contacts, following up, and maintaining relationships.
- Business Travel Protocol: Preparation, customs, visas, and etiquette abroad.
- Online and Offline Reputation Management: Social media presence, comments, and image crises.
‘
- Protocol Fundamentals: Origin, evolution, and importance in customer service.
- Corporate image and nonverbal communication: Projecting professionalism and confidence.
- Effective communication skills: Active listening, empathy, and assertiveness.
- The art of conversation: Techniques for building rapport and lasting relationships.
- Telephone and online protocol: Adapting the rules to digital channels.
- Complaint and claim management: Transforming dissatisfaction into an opportunity for improvement.
- Customer service in crisis situations: Conflict management and problem-solving.
- Personalizing the experience: Adapting to the needs and Customer expectations.
The power of detail: Attentional gestures that make all the difference.
Measuring customer satisfaction: Key indicators and assessment tools.
‘
Career opportunities
- Event Protocol Manager: Planning, organizing, and executing events, ensuring compliance with protocol standards.
- Customer Service in Companies: Reception, handling complaints and resolving issues, providing a positive customer experience.
- Public Relations: Representing the company to the public, managing corporate image, and effective communication.
- Executive Assistant: Supporting agenda management, organizing meetings, and internal and external communication.
- Receptionist in Hotels and Companies: Customer service, managing reservations, and operating the telephone switchboard.
- Corporate Event Organizer: Designing, planning, and coordinating events for companies, from conferences to celebrations.
- Personal and Corporate Image Consultant: Advising on image, protocol, and communication for individuals and companies.
- Sales and Marketing: Customer service, product or service presentation, and closing sales, using communication and etiquette skills.
“`
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, ≥ 24” 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 Protocol: Learn the essential rules for professional events and communications, creating an impeccable image.
- Exceptional Customer Service: Develop skills to exceed expectations and build customer loyalty through personalized and efficient service.
- Effective Communication: Improve your verbal and non-verbal communication skills to establish strong relationships and resolve conflicts professionally.
- Practical Tools: Acquire techniques and resources to manage protocol and customer service situations with confidence and security.
- Positive Impact: Boost your company’s reputation and strengthen relationships with clients and strategic partners.
Testimonials
During my training in Protocol and Customer Service, I excelled in conflict resolution simulations, successfully mediating a complex situation with a dissatisfied customer, transforming their negative experience into a positive one and fostering customer loyalty. My assertive communication and empathy skills, combined with my acquired knowledge of business protocol, were key to achieving this result.
During the Communication, Tourism, and Culture course, I developed crucial skills in creating engaging content and effectively managing social media, achieving a 20% increase in engagement on the local tourism page where I completed my internship. I implemented intercultural communication strategies that resulted in a 15% increase in visits from international tourists.
I implemented the techniques I learned in the Protocol and Customer Service course to manage a complex situation with a dissatisfied customer. I was able to calm him down, understand his perspective, and offer a solution that exceeded his expectations. As a result, we not only won back the customer, but he also became an advocate for our services, recommending us to others.
I implemented the protocol strategies learned during training to handle a complex complaint from a key client. I not only resolved the situation to their complete satisfaction, but we also succeeded in building customer loyalty, resulting in a 20% increase in their recurring orders.
Frequently asked questions
To provide a positive and satisfactory customer experience, solving their needs and generating loyalty.
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.
The first impression is crucial as it defines the customer’s perception of the business and conditions the future relationship, influencing their satisfaction and loyalty.
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 University + operational portfolio (tracks, SOPs, reports and KPIs) useful for audits and employment.
- Protocol Fundamentals: Origin, evolution, and importance in customer service.
- Corporate image and nonverbal communication: Projecting professionalism and confidence.
- Effective communication skills: Active listening, empathy, and assertiveness.
- The art of conversation: Techniques for building rapport and lasting relationships.
- Telephone and online protocol: Adapting the rules to digital channels.
- Complaint and claim management: Transforming dissatisfaction into an opportunity for improvement.
- Customer service in crisis situations: Conflict management and problem-solving.
- Personalizing the experience: Adapting to the needs and Customer expectations.
The power of detail: Attentional gestures that make all the difference.
Measuring customer satisfaction: Key indicators and assessment tools.
‘
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. Tomás Riera
Full Professor
Eng. Tomás Riera
Full Professor
Naval engineer specializing in the selection, integration, and optimization of propulsion systems for yachts, high-speed craft, and service vessels.
Eng. Sofía Marquina
Full Professor
Eng. Sofía Marquina
Full Professor
Materials engineer specializing in marine composites and corrosion protection systems for ships, yachts, and port structures.
Eng. Javier Bañuls
Full Professor
Eng. Javier Bañuls
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.