Pelatihan Operasional Layanan Nasabah (Customer Service) Berbasis Web Pada Pelajar SMK Negeri 1 Surabaya

Background: Vocational High Schools (SMK) are secondary education institutions that prepare their graduates for work. Thus, their curriculum includes theory and practice. One of the State Vocational High Schools (SMKN) in Surabaya offers a program in Accounting and Financial Institutions, which faces issues regarding the learning media for banking practice in a mini-bank. This Community Service (PkM) activity aims to enhance the operational knowledge of banking services through web-based learning media. Method: The partner in this PkM activity is SMKN 1 Surabaya, with 32 student participants. The techniques applied in this PkM activity include training and mentoring, which took place in a one-day session on February 1, 2024. Data was collected through interviews with two teachers, monitoring, and a questionnaire. Results: At the start of the training, only five students could operate the customer service menu correctly (15.63%). After mentoring, 30 students showed improvement (93.75%), while two still could not manage the menu due to an unstable internet connection. The trainers also received good feedback regarding the delivery of the material. Conclusion: The participants attended the training enthusiastically and benefited from the flexible learning media.