I was touched by this story - maybe as a Norwegian (in exile) I'm biased, but there is a charming streak among some public servants to be decent, even to people

I was touched by this story - maybe as a Norwegian (in exile) I'm biased, but there is a charming streak among some public servants to be decent, even to people down and out on their luck. Would the same courtesy be extended to people without education and mastery of the pen? perhaps not, but I like to think so.