I was so embarrarssed. Just standing in a queue waiting for books to be issued when a Mum had a right go at the person behind the desk. The library person got in a muddle and apologised for it because she couldn't hear what the MUM was saying due to the loud noise. It turned out the loud noise came from the MUM'S children shrieking and screaming. She then had a go at the library person, blaming the queues for HER children shrieking and running around the library. I was so embarrassed, when I got to the front of the queue I tried to make her laugh but she was obviously upset and was as pink as her top. I admire that she was able to stay so calm in the face of such rudeness. She was generous to mutter something about - perhaps they didn't get enough sleep last night. I think MUM was a teacher, using that arrogant voice and taking out her frustration on the first person around. But she tarrs everyone else with the same brush