Any service company must uphold its services, not just its regular service but should be excellent service. An excellent service is the service that prioritizes customer satisfaction. Customer satisfaction is due to the excellent service performed by the front liner employees. It will have an impact both on the company. The purpose of this final project are to find out the application of excellent service performed by employees of front liners to their customers. This final project uses descriptive comparative research methods and data collected through observation, interview, and literature review. Result of the discussion of this final project is that service in BRI Branch Pandanaran Semarang still cannot be said excellent service because there are still a lot of mistakes made by employees as front liner employees who directly serve customers. Established service standards are not fully implemented properly by the front liner employees. In conclusion, BRI Branch Pandanaran Semarang should apply service standards that have been defined in order to minimize customers frustration over a given ministry.