How often do you know that you are absolutely right and that your customer is absolutely wrong? It must take all of the patience and tactfulness in the world for a travel advisor to deal with such a challenge.Of course, some "wrong" clients aren't worth keeping. If they swear up and down they have passports and call you from the airport as they can't get on the plane to Europe because they had no idea they needed a passport, it's not worth your time trying to send them on a follow-up trip. The customer who argues with you on price, falsely claiming you cited a very low quote for a vacation, is definitely not worth saving. All you can do in these cases is extract yourself gracefully.
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