Damned right she was... there's absolutely NO excuse
for anyone engaged in serving the public - be they government officials, shopkeepers or whatever - being lackadaisical, unhelpful or [worse!] rude towards their customers in ANY circumstances ... IMO too!
Interestingly, with us ... I'm generally the one who's liable to tear strips off such people - whenever I feel it's justified - much to poor Myrna's embarrassment.