What to Say When You Call Customer Support in Luxembourgish – Part 2

IN Level B1/B2

In Part 1 we covered how to start a customer support call politely, explain problems clearly, answer common questions, and handle cancellations.

In this second part, you’ll learn even more practical Luxembourgish for real-life customer support situations.

Here’s what you’ll learn today:

How to deal with billing errors and refunds
What to say when you don’t understand something
How to ask for help, follow-ups, and solutions
Polite ways to end a customer support conversation

By the end of this lesson, you’ll have useful phrases and expressions you can start using right away.

Let’s talk about a very common situation when you contact customer support: billing problems and errors.

For example, maybe you receive your phone bill and notice that you’ve been charged twice by mistake. Or perhaps the amount on your bill is incorrect, then you could say:

Ech si fir déi selwecht Bestellung zweemol verrechent ginn. – I was charged twice for the same order.

Or:

Op menger Rechnung ass e Feeler. – There’s an error on my bill.

And then the customer service agent will check your account and they might say:

Ech kucken dat fir Iech no. – Let me look into that for you.

If they find the mistake, they’ll apologize and fix it. They might say:

Dir hutt Recht. Ech gesinn, datt Dir zweemol verrechent gouft. – You’re right. I see that you’ve been charged twice.

Entschellëgt fir de Feeler. Ech rembourséieren Iech de Betrag direkt. – I apologize for the error. I’ll refund the extra charge immediately.

And you should ask:

Wéini ass de Remboursement op mengem Kont? When will the refund appear in my account.

Or let’s have a look at problems with a bad service

Let’s say your delivery was really late. This is when you need to be firm but still polite. You can say:

Ech hunn eng Reklamatioun. – I’d like to make a complaint.

Or:

Ech sinn net zefridde mat Ärem Service. – I’m not satisfied with your service.

And then you explain what happened. Give specific details: what happened, when it happened, and how it affected you. For example:

Ech hunn eng Expressliwwerung bestallt, déi bannent 2 Deeg sollt ukommen, mee mäi Pak ass eréischt no 5 Deeg ukomm.

I ordered express delivery, which was supposed to take two days, but my package took 5 days to arrive.

This makes it clear what went wrong and why the situation was a problem for you.

This is really important for Luxembourgish learners. This is so important. Never pretend to understand if you don’t. It’s much better to ask for clarification. What can you say?

Beispiller:

Entschëllegt! Ech hunn dat net verstanen. – I’m sorry. I didn’t understand that.

Kënnt Dir dat widderhuelen, wgl? – Could you repeat it, please?

Kënnt Dir mir dat erklären, wgl? – Could you explain that to me?

Kënnt Dir dat méi lues soen, wgl? – Could you speak a bit more slowly, please?

Those are all polite ways to ask.

And if they use a word you don’t know, you can ask,

Wat mengt Dir mat + word? – What do you mean with + word.

Wat mengt Dir mat „Kënnegungsfrist“? – What do you mean by “notice period”?

And sometimes, it’s not the words that are the problem but it’s the phone connection.

Now, what if you have a bad connection on the phone?

For example, you can’t hear the other person clearly. You could say:

Entschëllegt, d’Verbindung ass (ganz) schlecht. – I’m sorry, the connection is bad. Kënnt Dir mech héieren? – Can you hear me?”

Or:

Ech héieren Iech (ganz) schlecht). Kënnt Dir e bësse méi haart schwätzen, wgl?

I’m having trouble hearing you. Could you speak a little louder?”

And sometimes, even after you’ve explained the problem, it still isn’t solved during the first conversation.

So, what can you do if the problem isn’t solved?

Before we continue, a quick message for you.

If you’ve ever caught yourself thinking, “I can understand Luxembourgish… but when it’s my turn to speak, my mind goes blank,” or I don’t feel confident enough.

That’s exactly why I created my Speaking Practice Group for A2+ learners.

This isn’t another grammar class. It’s a place where you actually speak.

You’ll practise realistic workplace conversations, take part in guided role-plays, get personalised feedback, and build the confidence to use the Luxembourgish you already know—all in a small group of no more than six participants, so everyone gets plenty of speaking time, more opportunities to use the language.

When you call back, you can say,

Ech hu gëschter wéinst engem Problem mat menger Bestellung ugeruff, an ech wëll de de Suivi wëssen. – I called yesterday about a problem with my order, and I’m following up.

Suivi means follow-up. So, you’re contacting the company again about the same issue because it hasn’t been resolved yet.

Ech ruffen nach eng Kéier un, fir de Suivi. – I’m calling back to follow up.

You can also be more specific:

Ech ruffen un, fir ze froen, wou dir mat menger Bestellung dru sidd. – I’m calling to check on the status of my order.

Or:

Ech ruffen zeréck un, well mäi Problem nach ëmmer net geléist ass.
I’m calling back because my problem still isn’t resolved.

And finally, what do you say when your problem has been solved?

It’s always a good idea to thank the person for their help. You can say:

Villmools Merci fir Är Hëllef. – Thank you so much for your help.

You could also say:

Merci, datt Dir dat esou séier geléist hutt. – Thank you for solving this so quickly.

And then, before you finish the conversation, the customer service agent might ask:

Kann ech Iech soss nach weiderhëllefen? – Is there anything else I can help you with?

If there’s nothing else you need, you can simply say:

Nee, dat ass alles. Merci. – No, that’s all. Thank you.

Nach e schéinen Dag – Have a nice day.

It’s a simple and friendly way to end the conversation.

I think the key is to be clear, polite and patient. So, now you have some useful phrases to help you handle a customer-service conversation in Luxembourgish — from explaining a problem to following up and ending the conversation politely.

And if you want to practise using Luxembourgish in real-life situations like this, join our Speaking Practice Group B1. It’s a great way to build confidence, speak more naturally, and get used to handling everyday conversations in Luxembourgish.