Sometimes all it takes -- speaking as a person currently spending time at the DMV -- is a smile, a pleasant greeting, and friendly efficiency to change a cranky customer into a happy one. Improves the DMV worker's day, too. My loyalty to my dentist and doctor and bank over the years should at least mean they act as if they are happy to see me, and again, are both friendly and efficient. When the service person starts out in a snark, no matter what the business is, or is cold and distant, it doesn't make anyone's day better. I may not like getting a root canal much, but it is a much better overall experience when everyone acts like they are genuinely happy to see me, and project that they'll do their usual fine work while telling me about their pets, kids, vacations, and other pleasant things. When I worked as a server, it seemed to me that a smile and pleasant demeanor was part of the job. I don't think servers/CS reps should try to join the party or create one, but neither should they be draggy-rear grumps, and that applies to anyone in a public contact job. IMO. The customers may not be thrilled with what they have to do, but the least Mr. or Ms. DMV, for example, can try to alleviate the pain, not add to it.