“TD Branch Manager Michelle David Leads the Way in Customer Interaction Training Through VR Innovation”
TD Bank Branches Embrace Virtual Reality for Customer Service Training
Michelle David, a TD branch manager in Toronto, knows firsthand the importance of experiential learning when it comes to customer interactions. With 15 years of experience under her belt, she has honed her soft skills, institutional knowledge, and confidence through real-life customer interactions. Now, she is helping her colleagues do the same through the use of virtual reality (VR) technology.
TD Invent, the Bank’s innovation initiative, is piloting VR headsets in 20 branches in Canada to simulate unique customer interactions for training purposes. Starting in June, an additional 11 branches in the U.S. will also implement VR training. This cutting-edge approach allows colleagues to practice and improve their customer service skills in a safe and controlled environment.
During the VR simulations, colleagues are transported to a virtual TD branch where they encounter virtual customers with various inquiries. By practicing empathy and problem-solving, they learn how to effectively assist customers just as they would in a physical branch. After each simulation, colleagues can review their performance and assess their progress, enabling continuous learning and improvement.
Feedback from TD colleagues participating in the pilot program has been overwhelmingly positive. Nearly 80% of respondents believe that VR training is more effective than traditional methods, and 93% feel confident in their ability to retain the information learned during the simulations.
The VR pilot program was recently showcased at TD Tech and Innovation Day, highlighting the Bank’s commitment to human-centered innovation and the use of emerging technologies to enhance customer service. By leveraging VR technology, TD is equipping its colleagues with the skills and confidence needed to provide exceptional service to customers in an ever-evolving digital landscape.
