Final answer:
A restaurant manager should apologize and investigate the issue after receiving complaints about chicken dinners. Resolving the issue promptly and effectively is crucial to maintaining customer trust and improving service quality. Offering a discount might be considered after an apology and solution.
Step-by-step explanation:
When eight complaints are received from customers regarding chicken dinners, the restaurant manager should apologize and investigate the issue. This is akin to a scenario I encountered as a lunch-hour manager at Gavi's Fast Food Restaurant, where customer complaints about confusing line-ups demanded an immediate and effective resolution.
Drawing from that experience, performing an investigation is crucial to understanding the root cause of the problem and taking appropriate actions to prevent it from recurring. Offering a discount for the next visit might be a good gesture as well, but it should come after a sincere apology and ensuring that the problem is addressed. Ignoring or refusing to address the complaints will likely result in a loss of customer trust and potential business.
Instead, like the actions I took which included implementing floor markings to guide customers, the manager should look for practical solutions to satisfy the customers' concerns and improve the overall service quality.