LTC Customer Service Fails topic of 10/16/14 radio show

Tomorrow, 10/16, I’ll be a guest on “When Things Go Wrong,” the Wharton Business Radio show of professor Christian Terwiesch. The live show is 10/16 at 4pm ET and I’ll be on at 4:30pm. Professor Terwiesch will be addressing customer services issues in long-term care. They don’t provide the questions in advance so I have no idea what he’s going to ask me, but I’ll do my best to represent psychology and long-term care while acknowledging the reality of occasional lapses in customer service.

If you want to listen live (or on-demand after the show is over), see below for a link to a 30-day free trial of SiriusXM.

I hope you’ll join us for what promises to be a very interesting discussion!

Here’s the link to a 30-day free trial of SiriusXM:

The interview will air live on SiriusXM Satellite Radio Channel 111, as well as online at It will also be available on-demand online to SiriusXM subscribers for 30 days after the live broadcast. This trial will allow any non-subscribers to listen live online at and via the SiriusXM free mobile app. Business Radio is in the Talk and Entertainment section of the site. Please feel free to pass it along to any colleagues, followers, friends, etc.

If you would like to listen back to recent shows (or the interview afterward), you can do so by following the steps below.

Once you have the trial:

• Go to and sign in

• Click ‘Listen Online’ in top right corner

• Click ‘Shows On-Demand’

• Then search for the show by name – When Things Go Wrong

• Click on recent shows to listen


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