首页
登录
职称英语
It was a one-line chat reply from an AncestryDNA customer-service rep that r
It was a one-line chat reply from an AncestryDNA customer-service rep that r
游客
2025-01-18
8
管理
问题
It was a one-line chat reply from an AncestryDNA customer-service rep that ripped Catherine St. Clair’s life. At 57, she was her family’s resident genealogist and had sent her saliva to Ancestry for testing. So when her brother Mike showed up as a "first cousin or close relative," she assumed it must be a
glitch
. Even stranger: The test showed that someone she had never heard of was a much closer genetic match than Mike.
She contacted Ancestry customer service through the website’s chat feature. Calmly, a representative named Pam explained. "Siblings," Pam said, "normally share about 2,600 centimorgans of DNA, while half siblings share 1,800." She said, "Go click on the little icon by his name. It will tell you how much you share with him," recalled St. Clair. "And when I clicked on it, that’s when the floor fell out from under me." Mike wasn’t her full brother. They didn’t share the same father.
In the business of consumer DNA testing, customer service is sometimes a lot more like emotional support. Though genetic tests are frequently marketed as family-friendly entertainment, they sometimes wind up surfacing life-altering surprises. And when those surprises show up in someone’s test results, the first move is often a call to customer service." We don’t really play the role of therapist, but rather listen and try to be sympathetic and empathetic, getting them to process things," said Kent Hillyer, head of customer care for the genetic-testing firm 23andMe.
At 23andMe, those types of calls are so frequent that preparing for them is integrated into the company’s months-long training program. "The most common issue," said Hillyer, "is when a customer’s presumed father doesn’t show up on a test as the genetic dad. But sometimes mothers or siblings are a surprise, too."
"How most of those conversations start is people come to us to verify the accuracy," said Hillyer." Somebody has known something their whole life and then this company is telling them something different. It’s tough." In training, new employees do
mock
phone calls and role playing to prepare for such conversations "We practice empathy and sympathy," said Hillyer." A lot of it is just listening. We always try to steer the conversation toward the data, and tell them that this is science," he added.
At Ancestry, Kathy Luke, vice president of member services, said a special team of representatives handles sensitive queries. "There are certainly cases where a discovery might be quite unexpected," she said. "We take our responsibility toward our customers—and the potential impact of complex discoveries—very seriously." At 23andMe, Hillyer often encourages representatives to go for a walk after an intense call to help them decompress. "We kind of do these internal therapy sessions," he said. "Here, maybe more so than most places, you have to be really supportive of each other."
Lindsay Grove, a customer-care rep at 23andMe, still remembers one call in particular, a dad who took the test only to find out that his child was not, in fact, his child. At first, like most, he was just trying to figure out whether the results were accurate. So Grove explained the science behind the data. The customer then became somber and quiet. He questioned whether he should talk to his wife, and, if he did, how. "You could hear the emotion in him, and … wondering what he would do next," she said. The next step for St. Clair, who got the big surprise from Ancestry, was reaching out to the relative who showed up more closely related to her than her brother. She sent a message through the company’s website.
"I shared 2,172 centimorgans with her," said St. Clair. That was just a little more than she had shared with her brother. Pam, the customer-service representative, told her that meant the mystery relative was either a half-sibling, an aunt, an uncle, a niece or a nephew. St. Clair and the mystery relative talked on the phone. It turned out they were, in fact, half-siblings. Her mother had worked for her newfound-sister’s dad in 1960, around the same time that St. Clair was conceived. Both of her parents died years ago, so it was too late for St. Clair to confront them about the discovery. St. Clair went on to start a Facebook group for people like her called DNA NPE Friends. NPE is short for "not parent expected." It now has more than 4,000 members and is one of several such groups.
"It’s so deep, the way this affects our role in the family and our relationship to our parents," she said. "It is traumatic."
(选自《欧洲金融时报》2019年1月7日) [br] In Paragraph 6, Hillyer often encourages representatives to go for a walk________.
选项
A、so that they may get supported
B、so that they may get relaxed
C、so that they may get treated
D、so that they may get relieved
答案
B
解析
细节题。根据题干关键词定位第6段第4句,decompress意为“减压”,故正确答案为B(以便他们能得到放松)。D选项(以便他们能放心)的意思略有出入,不符合题意。
转载请注明原文地址:https://tihaiku.com/zcyy/3918427.html
相关试题推荐
Itwasaone-linechatreplyfromanAncestryDNAcustomer-servicerepthatri
Itwasaone-linechatreplyfromanAncestryDNAcustomer-servicerepthatri
Itwasaone-linechatreplyfromanAncestryDNAcustomer-servicerepthatri
Itwasaone-linechatreplyfromanAncestryDNAcustomer-servicerepthatri
Itwasaone-linechatreplyfromanAncestryDNAcustomer-servicerepthatri
Itwasaone-linechatreplyfromanAncestryDNAcustomer-servicerepthatri
Itwasaone-linechatreplyfromanAncestryDNAcustomer-servicerepthatr
Itwasaone-linechatreplyfromanAncestryDNAcustomer-servicerepthatr
Itwasaone-linechatreplyfromanAncestryDNAcustomer-servicerepthatr
Itwasaone-linechatreplyfromanAncestryDNAcustomer-servicerepthatr
随机试题
Thereisnogreaterpowerintheworldtodaythanthatwieldedbythemanipul
Theselow-budgetanimatedfilmsarethemainsourceof________ofthisindepende
[originaltext][16/17]Doyourememberatimewhenpeoplewerealittlenicer
关于旅行社经营核算的审核方法,下列说法错误的是()。A.单团核算是指旅行社就
下列资产中,不需要计提折旧的有()。A.单独估价入账的土地 B.融
下列流动资产投资策略中,可以节约流动资产的持有成本,但会加大其短缺成本的是( )
起重吊装重大危险源不包括( )。 A、多机抬吊 B、龙门吊装 C、邻
下列符合中医学独特理论体系特征的是A.治未病 B.以整体观念为主导思想 C.
尘肺诊断的主要临床依据是A.病理切片 B.症状与体征 C.职业史 D.X线
东方之星公司是一家国内连锁快捷酒店企业,快捷酒店分布在全国各地。无论是用户体验还
最新回复
(
0
)