Just came back this weekend from LHR to TXL.
Had the same kind of bad experience, but with the BAA staff in London. They were very unpolite and didn't even think to let the waiting line (at Gates 20-32) of pax into the gate area, even elderliy people that needed a seat had to insist before were given the seat.
So I think you will find everywhere people who are able and willing to provide service and to communicate in a good manner and other people who are thinking why are all the passengers disrupting me.