When Things Go Wrong

This is a former show that ended in 2015.

Ever had a flight cancelled for no apparent reason? Maybe you’ve been put on hold for more than an hour trying to get questions about your computer answered. Thursdays on Business Radio, we take a look at business through the lens of customer service – how could the airline have handled that cancellation better? Should the computer company have offered to call you back? Which companies really follow the motto, “the customer is always right?” Call with your stories and get answers to your customer service questions.

Select Audio can be found on https://businessradio.wharton.upenn.edu/bestof under “When Things Go Wrong”.

Featured Episodes

When Things Go Wrong: May 28, 2015

Host Christian Terwiesch is joined by Dave Liniger (CEO, Chairman, and Co-Founder, RE/MAX) and Brendon DeSimone (Real Estate Expert; Author of “Next Generation Real Estate: New Rules for Smarter Home Buying & Faster Selling”, Top Zillow Blogger) on the Thursday, May 28, 2015 edition of When Things Go Wrong.Read More

Air Date: Thursday, May 28, 2015

When Things Go Wrong: May 21, 2015

Host Christian Terwiesch is joined by Bryony Chamberlain (Director of Operations, CoachUSA/megabus.com) and Josh Gotbaum (Guest Scholar, Brookings Institution) on the Thursday, May 21, 2015 edition of When Things Go Wrong.Read More

Air Date: Thursday, May 21, 2015

When Things Go Wrong: May 14, 2015

Host Christian Terwiesch is joined by Gareth Joyce (Vice President, Customer Services for Mercedes-Benz USA) and Victoria Macdonald (Leader in learning & talent development for premier brands) on the Thursday, May 14, 2015 edition of When Things Go Wrong.Read More

Air Date: Thursday, May 14, 2015

When Things Go Wrong: May 7, 2015

Host Christian Terwiesch is joined by Jon Gray (Chief Revenue Officer, HomeAway) and Lisa Kossiski (Vice President of Customer Care, The Mark Travel Corporation) on the Thursday, May 7, 2015 edition of When Things Go Wrong.Read More

Air Date: Thursday, May 7, 2015

When Things Go Wrong: April 30, 2015

Host Christian Terwiesch is joined by Rick DeLisi (Sr. Director, CEB) and Suzie Dieth (Customer Experience Manager, Reliant Energy) on the Thursday, April 30, 2015 edition of When Things Go Wrong.Read More

Air Date: Thursday, April 30, 2015

When Things Go Wrong: April 23, 2015

Host Christian Terwiesch is joined by Barbara Terry (Nationally-Renowned Automotive Expert) and Dave Andrzejewski (Dave’s Auto and Truck Services) on the Thursday, April 23, 2015 edition of When Things Go Wrong.Read More

Air Date: Thursday, April 23, 2015

When Things Go Wrong: April 16, 2015

Host Christian Terwiesch is joined by Adam Levin (Founder and CEO; Co-Founder of Credit.com, CyberScout) and Shawn Melito (Management Consultant, NPC, Inc.) on the Thursday, April 16, 2015 edition of When Things Go Wrong.Read More

Air Date: Thursday, April 16, 2015

When Things Go Wrong: April 9, 2015

Host Christian Terwiesch is joined by Christopher Hollins (Vice President and General Manager of American Express OPEN’s Top Client Group, American Express) and Kip Knight (President of Retail Operations, H&R Block) on the Thursday, April 9, 2015 edition of When Things Go Wrong.Read More

Air Date: Thursday, April 9, 2015

When Things Go Wrong: March 19, 2015

Host Christian Terwiesch is joined by Miguel Quiroga (CEO, Visible) and Will Richmond (President and Founder; Editor, Broadband Directions, LLC; VideoNuze) on the Thursday, March 19, 2015 edition of When Things Go Wrong.Read More

Air Date: Thursday, March 19, 2015

When Things Go Wrong: February 19, 2015

Host Christian Terwiesch is joined by Patrick Conway (Deputy Administrator for Innovation & Quality, CMS Chief Medical Officer, Center for Medicare & Medicaid Services (CMS)) and Jeff Smedsrud (CEO and Co-Founder, Healthcare.com) on the Thursday, February 19, 2015 edition of When Things Go Wrong.Read More

Air Date: Thursday, February 19, 2015