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 course on boats
This course provides you with the essential skills to offer exceptional service on board. Learn to manage customer expectations, resolve problems effectively, and create memorable experiences at sea. This program covers…
Duration300 h
FormatOnline
Starts7 December
Places20 / 20
Prior knowledge
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Programme overview
What is the Customer service course on boats?
The Customer Service on Vessels
This course provides you with the essential skills to offer exceptional service on board. Learn to manage customer expectations, resolve problems effectively, and create memorable experiences at sea. This program covers everything from effective communication and handling complaints to passenger safety and knowledge of nautical services.
Differentiating Advantages
- Interpersonal Communication Techniques: Establish strong and lasting relationships with clients.
- Conflict Resolution: Manage difficult situations with professionalism and empathy.
- Knowledge of the Nautical Sector: Familiarize yourself with onboard services, regulations, and best practices.
- Personalized Customer Service: Adapt your service to the needs and preferences of each client.
- Practical Simulations: Apply your knowledge in real-world scenarios to hone your skills.
Programme type
Course
Study mode
Online
Duration
300 hours
Modules
5
Start date
11-12-2026
Programme highlights
- Excellent Customer Service: Learn techniques to offer impeccable and personalized customer service on board.
- Handling Complex Situations: Acquire skills to resolve conflicts and handle complaints effectively.
- Effective Communication: Master the art of verbal and non-verbal communication to connect with passengers.
- Protocol and Etiquette: Understand the most demanding customer service standards in the maritime sector.
- Customer Loyalty: Discover strategies to build lasting relationships and foster loyalty.
- Boost your career by offering a unforgettable experience for the passengers.
Curriculum
Programme Structure
The programme is structured in 5 modules, listed below in order of study.
01
On-board service culture, operational standards and passenger expectations in maritime environments
- Principles of maritime hospitality: professional courtesy, consistency of service and safety orientation
- Typologies of boats and customer profiles: ferry, charter, yacht, cruise ship, excursions and associated port services
- Service Standards (SOPS): Protocols by phase of travel, checkpoints and quality criteria verifiable
- Personal Image and Non-Verbal Communication: Presence, Uniformity, Body Language and Space Management in Reduced Areas
- Expectation management: realistic promises, preventive information and alignment with weather/operational conditions
02
Interpersonal communication with passengers: assertiveness, empathy and handling of difficult conversations
- Clear and short communication: message structure, understanding confirmation and reduction of ambiguity
- Operational empathy without loss of control: active listening, validation and redirection towards solutions
- Assertiveness in hierarchical environments: limits, on-board regulations and non-escalation of conflict
- Complaints and Claims Management: Reception, Registration, Response, Closure and Tracking with Traceability
- Verbal de-escalation: risk signals, containment techniques, security coordination and scene control
03
Attention operations by moments of truth: boarding, crossing, services and disembarkation
- Boarding and reception: orientation, flow control, assistance to vulnerable people and prioritisation
- On-board information: announcements, signage, instructions for use of services and omnichannel consistency
- Service Incident Management: Delays, Route Changes, Overbooking, Faults and Transparent Communication
- Coordination between departments: bridge–crew–cabins/services–kitchen–safety and handover effective
- Care in high-density spaces: queues, waiting times, resource sharing and friction prevention
04
Inclusive care, accessibility and service to passengers with specific needs
- Inclusive Attention Design: Physical, Communicational and Sensory Accessibility Applied On Board
- Passengers with reduced mobility: safe assistance, transfers, prioritisation and coordination with port facilities
- Minors, Seniors and Families: Accompaniment, Risk Prevention, Adapted Communication and Routine Management
- Medical needs and allergies: registration, internal communication, limits of action and responsible referral
- Animals of assistance and internal regulations: protocols, coexistence, hygiene and conflict resolution
05
Quality of service, digital reputation and final project for the implementation of an on-board care system
- Quality indicators: NPS/CSAT, response times, repetition of incidents and consistency of the service
- Reputation Management: Reviews, Professional Response, Internal Scaling and Crisis Prevention
- Customer Experience Design: Customer Journey, Friction Points and Microprocess Improvement
- Crew training and coaching: standards, operation observation, feedback and improvement plans
- Internal service audit: Checklist, sampling, non-conformities and corrective/preventive actions
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
Cabin crew and onboard service personnel who wish to refine their communication, hospitality, and problem-solving skills in challenging environments.Cruise and cruise line ground staff seeking to understand the dynamics of customer service onboard to optimize the overall passenger experience.Tourism and hospitality students aspiring to a career in the maritime sector and wishing to acquire a s
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
- 01To effectively resolve the queries and needs of customers on board
- 02To ensure a positive and memorable experience for customers during their stay on board
- 03Handle customer complaints and suggestions professionally to continuously improve service
- 04Provide accurate and timely information about the services and facilities available on board the vessel
- 05Implement effective communication protocols to anticipate and exceed customer expectations
- 06To foster a welcoming and personalized environment that exceeds the individual needs of each client
Careers
Career Opportunities
01Customer Service Staff at Marinas and Ports: Reception and assistance to customers, reservation and service management.
02Nautical Travel Agent: Advising on and selling tour packages for boats, cruises, and boat rentals.
03Sales Representative at Boat Rental Companies: Promotion and rental of boats, contract management, and customer service.
04Support Staff at Nautical Charter Companies: Onboard assistance, troubleshooting, and passenger support.
05Customer Service Representative at Nautical Service Companies: Technical support, information, and incident management related to boats.
06Promoter of Nautical Events and Water Sports Activities: Organization, promotion, and customer service at events and activities related to the world of nautical activities. Nautical.
07Tourist Information Officer in Coastal Tourist Offices: Provide information on services, activities, and points of interest related to sailing and nautical tourism.
08Telemarketer in Nautical Sector Companies: Answer telephone inquiries, manage queries, and resolve issues for clients in the sector.
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Questions
Entry Requirements
To guarantee a positive, safe and comfortable experience for passengers, attending to their needs and resolving any problems that may arise during the trip.
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.
Empathy, patience, clear communication, active listening, and the ability to calmly solve problems under pressure.
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
Candidate Profile:Demonstrable experience in customer service, preferably in the tourism or service sector.Basic knowledge of boats and nautical terminology.Interpersonal Skills:Excellent verbal and written communication skills.Ability to solve problems and handle complaints effectively.Proactive and customer-oriented attitude.Additional Training (Desirable):Customer service or communication skills course.Language skills (English, German, French, etc.).First aid or safety training Maritime.Documentation:Updated CV.Cover letter highlighting experience a
Questions?
Frequently Asked Questions
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