My concern here is the behavior of the official and their bosses, not the visitor. No one has a right to politeness or professionalism from the official either, but as a citizen paying their salary, and a citizen with pride in my country, I expect it from them.

“Rights” aren’t the point. I have a right to refuse entry to a police officer without a warrant, but if an officer puts me in the position of having to explicitly exercise that right, we should be disappointed in them and their chief, not me.