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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 dick 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.”
单选题第1题The word “glitch” underlined in Paragraph 1 most likely means（）.
A.astonishment
B.depression
C.error
D.illusion
参考答案：C
答案解析：语义题。根据原文“must be （定是）”可猜测glitch意为“差错”，故正 确答案为C（错误）。
单选题第2题When St.Clair clicked on the little icon, she was greatly（）.
A.disappointed
B.shocked
C.discouraged
D.ashamed
参考答案：B
答案解析：细节题。根据题干关键词定位第2段第5句，And when I clicked on it, that’s when the floor fell out from under me，St.Clair的感觉是，地板从我脚底下掉下去了，类似于中文的“天塌下来了”，故正确答案为B（震惊）。
单选题第3题According to Paragraph 3, customer service is sometimes a lot more like emotional support because（）.
A.genetic tests are frequently marketed as family-friendly entertainment
B.genetic tests sometimes wind up surfacing life-altering surprises
C.the first move is often a call to customer service
D.they often listen to and share the feelings with the customers
参考答案：D
答案解析：细节题。根据题干关键词定位第3段第1句，通过上下文与4个选项比对，D符合题意，因原文提到客户服务的角色是：but rather listen and try to be sympathetic and empathetic（而是聆听，同情客户，并产生共鸣），故正确答案为D（他们经常聆听客户的诉说，并分享情感）。
单选题第4题The last sentence in paragraph 4 implies that（）.
A.but sometimes mothers or siblings are surprised, too
B.but sometimes mothers or siblings give us a surprise, too
C.but sometimes mothers or siblings turn out not to be genetic ones, either
D.but sometimes mothers or siblings do not show up, either
参考答案：C
答案解析：推断题。该句的前一句讲到“检测结果显示客户的生父并非生物学意义上的父亲”，而本句又说“但有时母亲或兄弟姐妹也会让人惊讶”，说明这种情况也会发生在他们身上，故正确答案为C（但有时母亲或兄弟姐妹也并有非生物学意义上的相关联系）。
单选题第5题Which of the following statements is NOT true of 23 and Me?
A.The company provides customers with genetic testing.
B.The company receives phone calls from customers frequently.
C.The company tries to confirm the test results to customers with data.
D.The company tries its best to treat those customers who cannot accept the test results.
参考答案：D
答案解析：推断题。根据选项定位第3段和第4段，仔细甄别后可知，D与原文（我们并不扮演治疗专家的角色）不符，原文的意思是“公司尽力为那些无法接受检测结果的客户提供治疗”。
单选题第6题The word “mock” underlined in Paragraph 5 is synonymous with（）.
A.simulated
B.ridiculous
C.sarcastic
D.tremendous
参考答案：A
答案解析：语义题。mock在该处意为“模拟的”，故正确答案为A（模仿的）。
单选题第7题According to the passage, a special team of representatives is established to（）.
A.steer the conversation toward the data
B.make unexpected discoveries
C.answer delicate questions from customers
D.take responsibility for customers
参考答案：C
答案解析：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）。
单选题第8题In Paragraph 6, Hillyer often encourages representatives to go for a walk（）.
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
参考答案：B
答案解析：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。
单选题第9题It was in 1960 when St.Clair’s mother worked for her half-sibling’s father that（）.
A.St.Clair was born
B.St.Clair’s mother got married
C.St.Clair was found
D.St.Clair’s mother got pregnant
参考答案：D
答案解析：细节题。根据题干关键词定位第8段第6句，conceive有“怀孕”之意，故正确答案为D（St.Clair的母亲怀孕了）。
单选题第10题The overall tone of the passage is（）.
A.sympathetic
B.subjective
C.indifferent
D.enthusiastic
参考答案：A
答案解析：态度题。文章以客户为主角，描述了检测结果给他们的人生带来的痛苦， 表达了对他们深深的同情，故正确答案为A。
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