That manager doesn't need a refresher, he needs to start over. As you say, the first thing needed is to listen to the complaint. If that doesn't happen, there is no way the customer will end up satisfied. At least he ultimately suggested the right thing, and offered you coupons.

It has been two months. Honestly, I would have called after two weeks, so as to keep it fresh in mind. You know, he probably just forgot. He should remember the discussion (hopefully!).

I hope Chili's gets back to you. After a miserable experience with a manager at a different chain, I just gave up on that chain completely. In that case they gave me coupons and I ditched them anyway - they had had several chances and sealed their own fate.