These days, social distancing means it’s unwise for a teller to look over a customer’s shoulder or whip out a tablet for a quick demo when the customer needs help, say, depositing a check by phone — if the bank is even letting customers visit branches at all. M&T Bank is shifting from teaching customers how to use its digital tools in the branches to online tutorials, according to Brandon Horbowicz, vice president and senior sales strategy manager at M&T. “We had to get away from 45-minute web-based trainings that try to teach every scenario without letting employees actually practice it,” Horbowicz said. “We needed to let employees play with the actual functionality. They can better educate the customer once they are educated themselves.”
