First of all, listen to the customer and what they are telling you. Be empathetic and make eye contact. Listen to all the information before answering. When answering keep your voice low and never raise your voice. If you talk in a calm manner, the customer will also listen to you. If the problem is something caused by the airline, apologize with sincerity. If it is a weather related issue or mechanical, explain that WN is always keeping safety as the first priority and you as the agent will do the best you can to resolve the issue. Offer alternatives if they are available.