Our company is growing and we’ll be adding some permanent, but very junior, customer service staff. As I’ve been providing support previously I’ll be managing the small team.

I’ve never bothered with things like scripts before and we’ve never had a firm policy. I feel like a bit more structure would be useful for an incoming team, but I want the support we offer to remain flexible so we can offer a personalised service to our clients. What’s the best way to create a policy that offers support but lets smart people use their initiative?