There is an ancient Indian saying about common human beings "Bhaya been preet nahin", which applies very well to not so well cultured ones amongst us.
The way lady booking clerk has (mis)behaved, clearly indicates that the customers booking the Rly tickets matter nothing to her. Even requests of paxs after informing their problems mean nothing to her.
It is normal practice, that during the scheduled opening hours tickets are to be issued, and the clerk does counting and submit the amounts/ blank tickets after closing of counter.
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their ultimate boss Mr. Prabhu treat paxs, like God, and promptly responds to twitter requests, the behaviour of a small official/bureaucracy is appalling. The clerk should have spoken softly instead to quarreling. Her body language during the altercation is just disgusting.
Many IR officials treat IR as their personal fiefdom. There is no fear of any action even after knowing that video recording is being done.
With secured job and full financial security (normally husband too earns), they get opportunity to get down to their natural/crude attitude/behaviour rather than conforming their behaviour within the levels of official decency.