1. Interacting and Engaging New Players In LGS:Customer Service Prepared by : Nazri Ishak (Tech) L1, Malaysia

2. Customer Service What is it? Why? Our responsibility as the customer service for the brand & game

3. What is Customer Service? "Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.” (Turban, Efraim (2002). Electronic Commerce: A Managerial Perspective. Prentice Hall.)

4. Why we do it? Basic Needs of A Customer Friendliness Understanding & Empathy Fairness Control Options & Alternatives Information

5. Our Responsibility As The Customer Service For The Game Provide information (Products, Events, Answering Rules Question) Educate the customer how to use the products. Basic product knowledge - A MUST!

6. Test Case

7. Spartan Games Arena

8. Opened for business in 29th December 2012 Yours truly is the local Judge Patrons as young as 8 years old playing all kinds of games including MTG Owned by veteran MTG gamers Quick Facts About Spartan

9. 97 new DCI sign ups in 365 days (as of 29th December 2013) Average of 8 new DCI sign ups per month More than 50% continue playing the game until today Some of this you will meet in Grand Prix Kuala Lumpur, tomorrow! Facts Related To The Team’s Effort

10. How Did We Achieve This?

11. Good relationship with owner / TO Clear goal and directions - even the smallest details, counts Realising that is it not an easy job On A Personal Level, This Is How WE Did It

12. Steps and Methods The best tool : 5 colour, “How To Play” kits supplied by Hasbro Malaysia Constant availability of MTG players playing at the LGS entice non MTG players to watch the game, sparking interest Upgrade from simpler TCG (VG, WoW, Pokemon, etc)

13. Challenges Complexity of the game compared to what they are used to Intimidation from older players, if any Losing streak due to competitive level of other older players = Lost interest

14. Overcoming Challenges Organize “new players only” tournament Guide them according to their budget, level of commitment they can give, their end goal Don’t forget to smile!

15. From FNM to GPT…And Beyond

16. Major Concerns Regular REL to Competitive REL transition - The importance of a decklist Take backs IPG in General - How it affects the new blood Building confidence of new players

17. How Do We Solve Their Major Concerns?

18. Education!

19. Education in Format Difference Commander - Commander 2013 is a good start for new players Modern - Older players helping with loaning cards, playtesting, explaining card interaction Standard - Creature based decks is the easiest to build and play

20. Product Education Intro Decks Event Decks Booster Packs Fat Packs Duel Decks Commander Decks Upcoming Modern Event Decks

21. Absolute Goal : To Provide The Best Experience To The New Players And Keep The Fun Level Consistently High Summary

22. Smile :)

23. Q&A Session

24. Thank You