BINMEN are going on customer service lessons in a bid to reduce the number of complaints made about them.

The 38-strong workforce will also be taught "conflict management" techniques after council bosses revealed bin crews were having to deal with increasingly violent customers.

In the special lessons, which lead to NVQs being issued, Blackburn with Darwen staff will be taught how to deal with customers' questions politely, rather than simply saying: "You'll have to contact the office."

They are among the first in the country to undertake the courses, which are aimed at giving staff a sense of self-belief and achievement, according to a report.

Details of the customer care training, which takes place at weekends, are included in a package of measures designed to improve the service provided by the refuse collectors.

They will also receive regular briefings to keep them informed on things like recycling, enabling them to answer questions on the spot. It is hoped this sort of knowledge, along with training the collectors about customer service, will lead to a reduction in complaints.

Showing consideration when out collecting rubbish, such as keeping quiet when out early, will also be pressed.

One lesson teaches them to "diffuse the aggressive approaches that a small minority of customers portray."

This month, many residents have had to get used to their bins being emptied on new days, as well as 21,000 homes having extra bins to split up their waste between what can and can't be recycled.

It has led to council phonelines being jammed as angry residents complain about missing collection days. Refuse staff who get collared in the street by angry residents are being urged to "walk away if people won't calm down."

Peter Hunt, Director of Direct Services said today that the training would be a continuing exercise.

He said: "Customer care training is not a one-off, it is a continuous process that enables us to further improve the level of service delivered.

"While the training will help staff deal with any occasional confrontational situations they may find themselves in, it is also designed to equip them with the skills and answers needed to respond to inquiries from members of the public on issues such as the drive to improve recycling in addition to highlighting customer needs and wants.

"Our staff are different from many others at the council in the sense that they work in the community and meet face to face with members of the public on a daily basis."

Today, one Conservative councillor, Corporation Park's Paul McGurty, said he believed the public would respond to the binmen better if the council sorted out the bin rounds.

He said: "The very idea of refuse collectors being given customer service lessons is quite ridiculous.

"I have had about a dozen complaints since the collections were changed with regard to missed collections.

"I think the council should concentrate on getting the rounds right to begin with.

"Customer service is nothing more than being polite, helpful and doing the job right, surely we don't have to go to the extent of giving lessons in being polite.

"Again this is just another example of council waste."