(A customer is talking about something that she wants me to blow up to poster size, and telling me that it’s from a certain magazine, and as she’s talking I’m just thinking ‘oh man, I don’t even know if I can copy this’ … So when she’s done talking about it, I start to tell her it might be copyrighted.)
Me: “So, since this is from a magazine, and the page has been cut out, I don’t know what their copyright says. Maybe I can Google the magazine and see if it says anything on their website or something.”
Customer: “I’m not selling it or anything, so it’s fine.”
Me: “Depends on the copyright. Some copyrights specify more than others, and since we don’t have the whole magazine here, I can’t see what it says. Some copyrights are quite strict.”
Customer: “But it’s just for a present. I want a poster of it.”
Me: “Yeah, I know, but for example, if someone wanted a poster of a celebrity, they are supposed to find a poster from a company that is licenced to sell a poster of that celebrity. People aren’t supposed to get a picture off the Internet and blow that up to poster size.”
Customer: “People do that all the time.”
Me: “I’m sure they do, but they’re not allowed. Let me just Google the magazine, in case their copyright information is listed. What was the name of the magazine again?”
Customer: “I don’t know.”
Me: “Um, but you just told me the name of it a few minutes ago.”
Customer: “NO, I DIDN’T! YOU WEREN’T LISTENING TO ME!”
Me: *confused at this strange turn* “Um… okay… maybe I can still find it.”
(I begin Googling names I thought I remembered her saying, to see if something comes up.)
Customer: “I don’t understand why can’t you just blow this up!”
Me: “Because I’m not sure what the copyright on it says. It’s just our company copyright policy. It’s protecting the magazine company, just like any other people who have copyrights.”
Customer: “Can I talk to you manager!? Anyone else! I need to talk to your manager!”
Me: “Sure.” *I sigh when I say sure*
Customer: “Well, aren’t you sassy!”
Me: “I’m sorry. I didn’t mean to say it like that.”
Customer: “You just have horrible customer service, you know that?! I can’t believe you!”
(After my manager comes out, and tries to explain our policy to her, and how I’m correct, she interrupts him to say that I have horrible customer service and that I was “flippant” with her.)
Me: “I apologize. What did I say that upset you? I didn’t mean to be rude and I don’t want to continue to do that, so if you tell me what I did, maybe I can correct it for the future.”
(I’m trying not to cry at this point, and I’m sure you can hear that through my voice.)
Customer: “You were FLIPPANT!”
Me: “How?”
Customer: “Because you have HORRIBLE CUSTOMER SERVICE! YOU WERE FLIPPANT!”
Me: “Okay, again, I apologize, but I didn’t mean to be. I know when I said ‘sure,’ it came out a little rude, but what else did I do?”
Customer: “I SAID YOU WERE FLIPPANT! What you should have done, is tell me ‘I’m sorry this isn’t something we can normally do, but let me get my manager so we can work something out’.”
Me: “Yes, but you see, when it comes to copyright, there is no ‘working out’ that we can do. It’s a serious offence, and we can’t just bend the rules for it.”
Customer: “You should just let the customer be right!”
(My manager stepped in to explain how we couldn’t do that, and how I could be fined personally, so it was a chance we can’t take. I ended up booking in an order of plaque mounting for her photo, instead of blowing it up to poster size, and I was afraid the whole time that she would accuse me of being ‘fake’ or something since I was being polite. After the customer left, my manager called me into the office to tell me that the customer spoke to him afterwards, apologizing, and taking back her accusations about me. She said that I was very nice and helpful, and she was just mad at the situation and took it out on me. SERIOUSLY?!)
