Working to Help People Build Their Family Trees

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Customer service representatives trained in how to help with genealogy records.

The training program was conducted by genealogical experts. has trained their customer service staff in how to help customers learn how to build their family trees, company officials said yesterday.

“People start searching with us because they want to build a family tree,” a company representative said. “But we realized after listening to our customers that many of them don't have the skills or experience in doing so. We're going to be here to guide them with any questions or concerns they may have.”

Customers use to research marriage records, death records and birth records to explore their family history, company officials said.

“What happens is that people are able to easily go back one or two generations, but then they get disorganized and don't know how to take the next step,” the representative said. “So now, when they call us, we'll find out what they've done already and provide suggestions on how to dig deeper into the past of their families.”

The training program was conducted by genealogical experts, the company said.

“We wanted to make sure that our staff knew as much about the science of genealogy as possible,” the representative said. “We don't want to just be a call center. We want to be a reliable information source and educational tool.”

The training will be updated in response to customer feedback, the representative said. "We want to continue to evolve and offer the best service possible."

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Josh Fraser
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