What is the appropriate response to a customer complaining about long hold times on Mondays?

The most appropriate response to a customer complaining about long hold times on Mondays is to acknowledge their experience and express understanding. The chosen response effectively addresses the customer's concern by providing information about when call volumes are typically lower. This not only shows that you are actively listening to the customer's complaint but also offers them insight that could help them avoid long wait times in the future.

In contrast, other responses do not provide the same level of acknowledgment or helpful information. A response that simply thanks the customer for their patience may feel generic and might not address the specific frustration they are experiencing. Likewise, stating that the representative can help does not directly respond to the hold time complaint and could come across as dismissive. Lastly, while it’s good to highlight efforts to answer calls quickly, this response lacks a direct engagement with the customer's immediate concern about hold times, making it less effective in building rapport or satisfaction.