How would you feel if you were D’Arcy? The first feeling experienced by D’Arcy when she walked into the inspection and emission station was relief and a sense of hopefulness. She initially noticed that there were not any other customers in line for an inspection and she was hopeful that she would be able to get in and out quickly so she could make it to work on time. If this was me, I would be ecstatic! There is no better feeling then knowing your needs are going to be met and addressed in a timely manner! Once she entered the inspection and emission statement she most likely felt a bit out of place, as there was a sign stating to stand in the entrance. D’Arcy feeling awkward I am sure, obliged by the sign, even though there was no one around to attend to her needs. Presented with this, I would ultimately feel as if I was not a priority as a customer – in a professional establishment, there should be someone at the counter to greet the customer and make them feel like their business is appreciated. D’Arcy definitely felt neglected as a customer – it was obvious that the employees knew she was standing in line waiting and they were not doing anything to assist her. The emotion that she most likely displayed in this situation is frustration. Personally, if this was me, I would be furious. There is no excuse for employee’s to be loitering while they are being paid to work. I would have been even more frustrated due to the fact that if they were actually doing what they were being paid to do, then I would not have to be late for work and I would be able to get all of my needs addressed. To add insult to injury, when an employee finally came over, his etiquette for how he handled the situation was completely inappropriate. Along with feeling desperate, because of the worry about not making it to work on time; she is now feeling disrespected. In this type of situation, I would have been so angry I could spit nails! Not only were the needs of the customer neglected, but the way that the customer was treated was more than unacceptable! Finally, after all of the unnecessary hassle, the employee (that handled personal business before professional) provided D’Arcy with a wave of relief; if I was placed in this situation, I would have been feeling a wave of emotions that would be extremely hard to define, as they would change very quickly! Although her needs were eventually met, this situation could have been handled very differently. If this inspection station was a government agency, is customer service really important? The customer really doesn’t have a choice, so why expend the efforts to give better service? Customer service should be the primary concern of every agency. Ultimately, the way that we treat people makes an impression not only about us, but also the company or organization that we are representing. It is especially important for agencies within the government to adhere to good customer service; mainly because they are representing something that is bigger than just them. Whether or not the customer has a choice in the matter should not determine whether or not the customer should be treated horribly. Ultimately, the customer is there for one of a few reasons, and ...