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
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…
Duration300 h
FormatOnline
Starts23 November
Places20 / 20
Prior knowledge
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Programme overview
What is the Protocol and Customer Service 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.
Programme type
Course
Study mode
Online
Duration
300 hours
Modules
5
Start date
08-12-2026
Programme highlights
- 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.
- Elevate your skills and make a difference in every interaction.
Curriculum
Programme Structure
The programme is structured in 5 modules, listed below in order of study.
01
Fundamentals of social networks, maritime tourism and digital communication of nautical experiences
- Concept of social networks for maritime tourism and differences between tourism promotion, experience marketing, nautical content and institutional communication
- Maritime Business Typologies: Boat Tours, Charter, Cruises, Marinas, Nautical Schools, Diving, Recreational Fishing and Coastal Routes
- Main platforms and their function according to audience, format, business objective and type of maritime experience
- Relationship between destination, boat, landscape, service, security, emotion and reserve decision
- Frequent errors: improvised content, low visual quality, lack of response, generic messages and lack of strategy
02
Content Strategy, Visual Identity and Nautical Editorial Calendar
- Definition of objectives: visibility, reserves, trust, differentiation, community, reputation and loyalty
- Audience identification: tourists, families, couples, groups, premium travelers, sailors, divers and companies
- Content Pillars: Routes, Experiences, Security, Crew, Boat, Destination, Testimonials, Sustainability and Tips Pilots
- Nautical Visual Identity: Colour, Photo Style, Communication Tone, Post Rhythm and Brand Coherence
- Editorial calendar according to high season, low season, local events, weather, promotions, routes and operational availability
03
Creation of visual content, storytelling and social formats for maritime tourism
- Photography and video to show boats, coasts, ports, activities, passengers, gastronomy, sunsets and life on board
- Reels, Stories, Carousels, Posts, Direct, Shorts, Mini-Vlogs and Vertical Content Applied to Nautical Experiences
- Storytelling of sea routes through start, emotion, landscape, activity, customer experience and memorable closure
- Writing captions, hooks, call-to-action, reservation-oriented service descriptions and messages
- Use of testimonials, reviews, user-generated content and social proof to increase confidence
04
Community management, customer service and online reputation in maritime tourism
- Management of comments, private messages, price inquiries, availability, routes, hours, security and booking conditions
- Protocols for quick response, professional tone, informative clarity and diversion towards reserve channels
- Management of reviews, recommendations, complaints, cancellations due to climate, delays and changes of itinerary
- Social Listening to detect trends, customer needs, mentions, competitors and content opportunities
- Responsible communication on security, environment, marine fauna, passenger privacy and real conditions of the service
05
Applied project of social networks for maritime tourism
- Case definition: charter, boat trip, nautical school, marina, coastal route, diving, recreational fishing or local cruise ship
- Diagnostic of digital presence, audience, competence, reputation, current content and business opportunities
- Content strategy design with pillars, visual identity, editorial calendar, formats and key messages
- Elabouration of social pieces with photography, video, storytelling, captions, calls to action and social evidence
- Development of the community plan, customer support, reviews, advertising, metrics and monthly optimisation
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
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
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
- 01Transforming interactions into memorable experiences
- 02Mastering effective communication techniques to solve problems and build customer loyalty
- 03Implement protocol strategies that project professionalism and confidence
- 04Optimize complaint management to turn them into opportunities for continuous improvement
- 05Develop active listening skills to understand and anticipate customer needs
- 06Adapt the protocol to different communication channels to ensure a consistent experience
Careers
Career Opportunities
01Event Protocol Manager: Planning, organizing, and executing events, ensuring compliance with protocol standards.
02Customer Service in Companies: Reception, handling complaints and resolving issues, providing a positive customer experience.
03Public Relations: Representing the company to the public, managing corporate image, and effective communication.
04Executive Assistant: Supporting agenda management, organizing meetings, and internal and external communication.
05Receptionist in Hotels and Companies: Customer service, managing reservations, and operating the telephone switchboard.
06Corporate Event Organizer: Designing, planning, and coordinating events for companies, from conferences to celebrations.
07Personal and Corporate Image Consultant: Advising on image, protocol, and communication for individuals and companies.
08Sales and Marketing: Customer service, product or service presentation, and closing sales, using communication and etiquette skills.
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Questions
Entry Requirements
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 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:Vocational Training Certificate in Hospitality and Tourism, Marketing, Communication or similar; or demonstrable professional experience in customer service and/or protocol.Skills:Communication skills, empathy, problem-solving skills, time management, organization, proficiency in office software (CRM desirable).Documentation:Updated CV, copy of degree (if applicable), ID/NIE, cover letter (optional).Technical requirements (for online courses):Computer with internet access, microphone and camera (optional, depending on the course format).
Questions?
Frequently Asked Questions
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