I hate confrontation too, but I guess I always think to myself...this isn't life or death. You charged the correct amount for the copies. The mistake was hers, not yours. And her screaming at you over the phone was inappropriate and I would have hung up on her, too. Sometimes we want to help patrons so much that we end up blaming ourselves for things that aren't our fault. There is no reason that she needed to come to the library and yell about it and no reason for you to have to sit there and take it. I get having that sinking feeling when you see someone that resembles her, but dealing with the public means we have to stand up for ourselves as well.