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
2022-08-22
88
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)
According to the passage, a special team of representatives is established to________.
选项
A、steer the conversation toward the data
B、make unexpected discoveries
C、answer delicate questions from customers
D、take responsibility for customers
答案
C
解析
细节题。根据题干关键词定位第6段第1句,可知目的为处理敏感的询问,故正确答案为C(回答客户的敏感问题)。
转载请注明原文地址:https://kaotiyun.com/show/nn0O777K
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
ThanksgivingDayiscelebratedwithalotof【C1】______andmerry-makinginAmerica.CelebratedonthefourthThursdayinthe
AstudybyChineseresearchersshowsthat【C1】______couldhelpsmokersquitsmoking.Thestudypublishedinthe【C2】______PLOS
Theterm"leader"hasbeenusedalmosttothepointof【C1】______,nowbrandinganyonewho【C2】______inaleadershiprole.Butthe
KofiAnnansayshelpingsurvivorsoflastweek’searthquakeand【C1】______intheIndianOceanis【C2】______.TheUnitedNationsse
KofiAnnansayshelpingsurvivorsoflastweek’searthquakeand【C1】______intheIndianOceanis【C2】______.TheUnitedNationsse
CollegiatedebatingintheUnitedStatesisamajoreducationalenterprise.Sponsoredbymorethan800schools,itisorganized
Itsoundslikeasciencefiction,butresearcherssayit’sascientificfact:Microscopicorganismsdubbed"killeralgae"arepa
Johnisverydiligent,buthispayisn’tsufficientenoughforhiswork.
TheHistoryofP&GIn1837,thenationwasgrippedbyfinancialpanic,yet,ProcterandGamblelaunchedtheirnewenterprise,
Inthe1400s,artistsoftencreatedtheirownpigmentsbypulverizingsemipreciousstones.
随机试题
以下说法正确的是()。
尖锐湿疣的病原体是
A公司2012年2月1日在二级股票市场购入B公司的股票50万股,每股支付价款8元,发生交易费用15万元,A公司取得该项投资后划分为可供出售金融资产,B公司于2011年12月15日宣告分红,每股红利为0.5元,于2012年3月15日实际发放,6月30日,B公
上市金融企业应严格遵守证券交易所有关信息披露的规定,及时充分披露不良资产成因与处置结果等信息,以强化市场约束机制。()
某小区“夕阳红服务队”和“4点半课堂”在社区内有着良好的声誉,为了促进参与式社区治理,社会工作者小林策划由“夕阳红服务队”的助老志愿者和“4点半课堂”的孩子们到社区养老服务中心与那里的老人一起开展联欢活动,小林采取的社区资源连接方式是()
教师权利与义务实现过程中不受道德因素的影响。
远期
在汉语和英语中,“塔”的发音是一样的,这是英语借用了汉语;“幽默”的发音也是一样的,这是汉语借用了英语。而在英语和姆巴拉拉语中,“狗”的发音也是一样的,但可以肯定,使用这两种语言的人的交往只是近两个世纪的事,而姆巴拉拉语(包括“狗”的发音)的历史,几乎和英
为了保证信息传输的安全性,SET使用数字信封的方式更换专用传输密钥。其方法是:由发送方自动生成专用传输密钥,并将其用(36)加密传送给接收方;接收方用(37)解密,得到专用传输密钥。(37)
Beingabletomulti-taskishailedbymostpeopleasawelcomeskill,butnotaccordingtoarecentstudywhichclaimsthatyoun
最新回复
(
0
)