首页
外语
计算机
考研
公务员
职业资格
财经
工程
司法
医学
专升本
自考
实用职业技能
登录
外语
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
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
admin
2020-12-01
66
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."
The word "glitch" underlined in Paragraph 1 most likely means______.
选项
A、astonishment
B、depression
C、error
D、illusion
答案
C
解析
语义题。根据原文“must be(一定是)”可猜测glitch意为“差错”,故正确答案为C(错误)。
转载请注明原文地址:https://kaotiyun.com/show/GuMO777K
本试题收录于:
CATTI二级笔译综合能力题库翻译专业资格(CATTI)分类
0
CATTI二级笔译综合能力
翻译专业资格(CATTI)
相关试题推荐
StockMarketVocabularyandExpressionsdebtmarketliquidinvestmentup-and-comingcounterpartyliquidityim
ProblemDescriptionoftheFloodEarlyWarningSystemVocabularyandExpressionsphysically-basedalgorithmdeploy
WhatDoesYourSecondIdentityTellaboutYou?Weliveinthedigitalage,moreandmorepeoplehaveinternetaccess,million
StreetArtinLA.InLosAngeles,artistsareuncoveringsomeofthecity’shiddenculture.Severalphotographersare【L1】_
ReportersWithoutBordersReportersWithoutBorders(RWB)wasfoundedin1985inFrance.Atfirst,the【L1】______workedtopr
LightningCloud-to-groundlightningboltsareacommonphenomenon,about100strikeEarth’ssurfaceeverysinglesecond,yet
Whatisthespeakermostprobablydoing?
Askmostpeopletolistwhatmakesthemlikesomeoneonfirstmeetingandthey’lltellyoupersonality,intelligence,senseofh
Then,policebegantocallattheapartmentsintheneighborhood,investigatingcar-smashing,shop-lifting,andotherincidents.
Improperdiet,suchas________offoodintake,willbringaboutthedysfunctionofthestomach,causingsuchsymptomsasabdomina
随机试题
在下列空格处填写实现参照完整性约束的方法,要求能够对主表记录进行更新和删除操作。(1)在“关系”窗口中_________。(2)在“编辑关系”窗口中,选择①_________;②_________;③_________。
MostAmericansareveryconsciousoftheirhealthandtrytomaintainanutritiousdietanddailyroutinestomaintaingoodheal
男性,42岁,半个月前咽痛、咳嗽,1周来水肿、尿少、乏力。化验结果:Hb95g/L,尿蛋白(+++),尿沉渣镜检RBC5~10/HP,血肌酐442μmol/L,血尿素氮32mmol/L,B超显示双肾增大。该患者最可能的临床诊断是
根据《建筑法》,下列建筑工程承发包行为中属于法律允许的是()。
某港口基准点及工作基点的布设中,下列说法正确的是()。
会计职业道德具有的基本功能包括()。
患者,男,72岁,既往有排尿困难史多年,受凉感冒后下腹胀痛,不能排尿,直肠指诊前列腺体积增大,该患者首要的处理措施是()。
还我们一片碧草蓝天①谁不希望头顶的天空湛蓝如镜?谁不希望脚下的大地绿草如茵?谁不希望身边的湖水清澈如鉴?谁不希望眼前的阳光灿烂如金?②是啊,谁不希望看见一副如此天然的画面呢?在芳香的花丛中,和蝶儿一起嘻戏;在葱郁的树林里,与小鸟一起歌唱
为了使文本框显示滚动条,除要设置ScrollBars外,还必须设置的属性是
在考生文件夹下有一个工程文件sjt4.vbp。窗体上有一个名称为Timer1的计时器,一个名称为List1的列表框和一个名称为Label1的标签,如图所示。请通过属性窗口向列表框添加四个项目,分别是:“第一项”、“第二项”、“第三项”、“第四项”。程序运行
最新回复
(
0
)