<![CDATA[This community service program was conducted to enhance the understanding and skills of students and teachers in the Islamic Banking Department of SMK 10 Nopember Sidoarjo regarding service excellence and the operational standards of Islamic bank frontliners. The topic was selected based on the relatively low level of literacy and practical competencies among participants concerning service excellence, frontliner responsibilities, and customer service techniques aligned with the requirements of the Islamic banking industry. The implementation methods included a needs assessment survey, development of training materials and role-play videos, in-class training sessions, role-play practices, interactive quizzes, and learning evaluations through discussions and questionnaires. Learning media consisted of presentations and role-play videos illustrating Customer Service, Teller, and Security service practices in accordance with Islamic banking service standards. The results demonstrated significant improvements in participants’ understanding of service excellence in the service industry, with 55.1% of participants reporting an increase of 70–100%; understanding of the roles and operational standards of Islamic bank frontliners, with 59.1% reporting an increase of 70–100%; and awareness of implementing service excellence principles, with 56.8% reporting an increase of 70–100%. In addition, the program produced several outputs, including role-play video modules, scientific publications, mass media publications, and an intellectual property rights application. These findings indicate that role-play-based audiovisual learning media are effective in improving the service excellence competencies of students and teachers, thereby supporting graduates’ readiness to enter the Islamic banking workforce.]]>
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