Civil Society?

Where has civility gone? I recently had a customer who was so outrageously rude and blatantly obnoxious, it rendered her partially valid complaint completely irrelevent. I understand that dealing with unhappy, possibly irate customers goes with the territory for me in my position, but some people just cross the line, and for no good reason. I don't even have a problem with people getting angry and excited... in fact, I usually excel at defusing such situations (I live the axiom that the customer is always right). Sticks and stones and all that jazz, but on the other hand, words have weight and meaning, and I will not put up with profanity and name-calling (especially when it is directed at my employees), not for any reason. I banned this particular customer from my store, a truly rare occurence for me (it's been several years since I have taken this dramatic step with a customer). It is this kind of interaction that almost seems like a microcosm of politics in America today... don't like what you're hearing, well ratchet the rhetoric right up to shrill banshee-level. It's enough to make you wish for a Mute button for real life.