Losing the moral high ground

Store panorama #1

Last week at work a customer came in with a problem with his Pay-As-You-Go phone.  I had a feeling that the situation was one he would have to call into customer service to so I suggested he try that.  He insisted that I fix the problem so I took a look at his phone, played with the settings a bit to see if I could correct the problem and when I could not I told him again that he would need to call customer service.  I offered to dial it for him using his phone, and explained that it was a toll free call.

Within about two minutes he had accused me of breaking his phone, though it worked exactly the same as it had before he entered the store, and was threatening me with phyiscal harm.  Finally he left after I had told him he was no longer welcome in the store.  Yesterday he came back in and apologized, saying that I was right he called customer service and they had fixed the problem quickly and that he had just gotten mad.  Then he asked me to fix another problem with his phone.

"Call customer service," I told him, knowing that again he had to call them for it.

"No you fix it on your comptuer," he said going from apologetic to angry.

"No I can't do that, and even if I could I told you that you weren't allowed in here last time after you..."

He cut me off, "I apologized for that, fix my phone."

I told him to leave and eventually had to go through the process of starting to dial the Vancouver Police Department to get him to leave.  Outside he banged on the glass until I looked at him then fingered me. Then he stormed back in to let me know that he had apologized and that he could look in the mirror at night but I couldn't because I would not help him out.

Now clearly he is not an objective observer, but afterwards Didier my co-worker said, "He apologized you should have helped him."  At what point does saying sorry absolve you of all improper conduct?  I'm not a Catholic priest, I don't take confession and even if he was truely sorry I find it completely baffling that someone who threatens you should expect you to help then a week later.