Phone Etiquette?

I answer the phone:
_________ Books. _______ Speaking.

I hear:
Never let me go.

I say:
Pardon me?

I hear an woman say in the rudest possible way:
Do you have the book about the movie Never Let Me Go or not?

I say:
We are out of stock but we have more coming in this week.

I hear:
"Click"


Can we make phone etiquette a mandatory class in high school? PLEASE?