I agree. Customer service interactions can be horrible in any industry and that should simply not be tolerated. However, If I don't like the service at a commercial company, I can choose to do business with a different company. That is not alway true for the government.
Thankfully, many agencies are starting to allow more to be done online. I renewed my Driver's license last year online in about 5 minutes. That experience was much better than standing in line.